This User Agreement along with Terms Of Service (collectively, the "User Agreement") forms the terms and conditions for the use of services and products of www.Indiaonroaming.com - Unit of IOR TECHNOLOGY PRIVATE LIMITED ("IOR").
Any person ("User") who inquiries about or purchases any products or services of IOR through its websites, mobile applications, sales persons, offices, call centers, branch offices, franchisees, agents etc. (all the aforesaid platforms collectively referred to as "Sales Channels") agree to be governed by this User Agreement. The websites and the mobile applications of IOR are collectively referred to as 'Website'.
Both User and IOR are individually referred to as 'Party' and collectively referred to as 'Parties' to the User Agreement.
"Terms of Service" available on IOR's website details out terms & conditions applicable on various services or products facilitated by IOR. The User should refer to the relevant Terms of Service applicable for the given product or service as booked by the User. Such Terms of Service are binding on the User.
The User must be atleast 18 years of age and must possess the legal authority to enter into an agreement so as become a User and use the services of IOR. If you are a minor or are below the age of 18 years, you shall not register as a User of the Website and shall not transact on or use the Website.
As a minor if you wish to use or transact on the Website, such use or transaction shall only be made by a person of legal contracting age (legal guardian or parents). We reserve the right to terminate your membership and/or block access to the Website if it is discovered that you are a minor or incompetent to contract according to the law or any information pertaining to your age entered at the time of creation of account is false.
Before using the Website, approaching any Sales Channels or procuring the services of IOR, the Users shall compulsorily read and understand this User Agreement, and shall be deemed to have accepted this User Agreement as a binding document that governs User's dealings and transactions with IOR. If the User does not agree with any part of this Agreement, then the User must not avail IOR's services and must not access or approach the Sales Channels of IOR.
All rights and liabilities of the User and IOR with respect to any services or product facilitated by IOR shall be restricted to the scope of this User Agreement.
All content provided through various Sales Channels, including but not limited to audio, images, software, text, icons and such similar content ("Content"), are registered by IOR and protected under applicable intellectual property laws. User cannot use this Content for any other purpose, except as specified herein.
User agrees to follow all instructions provided by IOR which will prescribe the way such User may use the Content.
There are a number of proprietary logos, service marks and trademarks displayed on the Website and through other Sales Channels of IOR, as may be applicable. IOR does not grant the User a license, right or authority to utilize such proprietary logos, service marks, or trademarks in any manner. Any unauthorized use of the Content, will be in violation of the applicable law.
The Website is meant to be used by bonafide User(s) for a lawful use.
User shall not distribute exchange, modify, sell or transmit anything from the Website, including but not limited to any text, images, audio and video, for any business, commercial or public purpose.
The User Agreement grants a limited, non-exclusive, non-transferable right to use this Website as expressly permitted in this User Agreement. The User agrees not to interrupt or attempt to interrupt the operation of the Website in any manner whatsoever.
Access to certain features of the Website may only be available to registered User(s). The process of registration, may require the User to answer certain questions or provide certain information that may or may not be personal in nature. Some such fields may be mandatory or optional. User represents and warrants that all information supplied to IOR is true and accurate.
IOR reserves the right, in its sole discretion, to terminate the access to the Website and the services offered on the same or any portion thereof at any time, without notice, for general maintenance or any other reason whatsoever.
IOR will always make its best endeavors to ensure that the content on its websites or other sales channels are free of any virus or such other malwares. However, any data or information downloaded or otherwise obtained through the use of the Website or any other Sales Channel is done entirely at the User's own discretion and risk and they will be solely responsible for any damage to their computer systems or loss of data that may result from the download of such data or information.
IOR reserves the right to periodically make improvements or changes in its Website at any time without any prior notice to the User. User(s) are requested to report any content on the Website which is deemed to be unlawful, objectionable, libelous, defamatory, obscene, harassing, invasive to privacy, abusive, fraudulent, against any religious beliefs, spam, or is violative of any applicable law to ops@indiaonroaming.com. On receiving such report, IOR reserves the right to investigate and/or take such action as the Company may deem appropriate.
User(s) shall not host, display, upload, publish, transmit or share any information on IOR’s website or app which:
PROCEDURE TO REPORT OBJECTIONABLE/INFRINGING CONTENT
Except with the prior registration with IOR as B2B agents, priority partner or a franchisee, and explicit permission of IOR to use the Website, all travel agents, tour operators, consolidators or aggregators ("Travel Agents") are barred from using this Website for any commercial or resale purpose. If any such bookings are detected, IOR reserves the right, including without limitation, to cancel all such bookings immediately without any notice to such travel agents and also to withhold payments or any refunds thereto. IOR shall not be held liable for any incidental loss or damage that may arise from the bookings made by any person through such Travel Agents. The liability in case of such cancellations shall be solely borne by such Travel Agents.
All discounts and offers mentioned on the Website are applicable only to the User(s) of IOR for legitimate bookings.
Unless IOR explicitly acts as a reseller in certain scenarios, IOR always acts as a facilitator by connecting the User with the respective service providers like airlines, hotels, restaurants, bus operators etc. (collectively referred to as "Service Providers"). IOR's liability is limited to providing the User with a confirmed booking as selected by the User.
Any issues or concerns faced by the User at the time of availing any such services shall be the sole responsibility of the Service Provider. IOR will have no liability with respect to the acts, omissions, errors, representations, warranties, breaches or negligence on part of any Service Provider.
Unless explicitly committed by IOR as a part of any product or service:
By making a booking, User understands IOR merely provides a technology platform for booking of services and products and the ultimate liability rests on the respective Service Provider and not IOR. Thus the ultimate contract of service is between User and Service Provider.
User further understands that the information displayed on the Website with respect to any service is displayed as furnished by the Service Provider. IOR, therefore cannot be held liable in case if the information provided by the Service Provider is found to be inaccurate, inadequate or obsolete or in contravention of any laws, rules, regulations or directions in force.
Users are advised to check the description of the services and products carefully before making a booking. User(s) agree to be bound by all the conditions as contained in booking confirmation or as laid out in the confirmed booking voucher. These conditions are also to be read in consonance with the User Agreement.
If a User intends to make a booking on behalf of another person, it shall be the responsibility of the User to inform such person about the terms of this Agreement, including all rules and restrictions applicable thereto.
The User undertakes to abide by all procedures and guidelines, as modified from time to time, in connection with the use of the services available through IOR. The User further undertakes to comply with all applicable laws, regulations, orders, directions etc. issued by either the Central Government, State Government, District Authorities or any other statutory body empowered to do so w.r.t use of services or for each transaction.
The services are provided on an "as is" and "as available" basis. IOR may change the features or functionality of the services being provided at any time, in its sole discretion, without any prior notice. IOR expressly disclaims all warranties of any kind, whether express or implied, including, but not limited to the implied warranties of merchantability, reasonably fit for all purposes. No advice or information, whether oral or written, which the User obtains from IOR or through the services opted shall create any warranty not expressly made herein or in the terms and conditions of the services.
User also authorizes IOR's representative to contact such user over phone, message and email. This consent shall supersede any preferences set by such User through national customer preference register (NCPR) or any other similar preferences.
While registering on the Website, the User will have to choose a password to access that User's account and User shall be solely responsible for maintaining the confidentiality of both the password and the account as well as for all activities on the account. It is the duty of the User to notify IOR immediately in writing of any unauthorized use of their password or account or any other breach of security. IOR will not be liable for any loss that may be incurred by the User as a result of unauthorized use of the password or account, either with or without the User's knowledge. The User shall not use anyone else's account at any time.
User understands that any information that is provided to this Website may be read or intercepted by others due to any breach of security at the User's end.
IOR keeps all the data in relation to credit card, debit card, bank information etc. secured and in an encrypted form in compliance with the applicable laws and regulations. However, for cases of fraud detection, offering bookings on credit (finance) etc., IOR may at times verify certain information of its Users like their credit score, as and when required.
Additionally, IOR may share your Personal Information in an anonymized and/ or aggregated form with a third party that IOR may engage to perform certain tasks on its behalf, including but not limited to payment processing, data hosting, data processing , credit score and assessing credit worthiness for offering bookings on credit in accordance with the applicable laws.
IOR adopts the best industry standard to secure the information as provided by the User. However, IOR cannot guarantee that there will never be any security breach of its systems which may have an impact on User's information too.
The data of the User as available with IOR may be shared with concerned law enforcement agencies for any lawful or investigation purpose without the consent of the User.
In addition to the cost of booking as charged by the Service Providers, IOR reserves the right to charge certain fees in the nature of convenience fees or service fees. IOR further reserves the right to alter any and all fees from time to time. Any such additional fees, including fee towards any modifications thereof, will be displayed to the User before confirming the booking or collecting the payment from such User.
In cases of short charging of the booking amount, taxes, statutory fee, convenience fee etc., owing to any technical error or other reason, IOR shall reserve the right to deduct, charge or claim the balance amount from the User and the User shall pay such balance amount to IOR. In cases where the short charge is claimed prior to the utilization of the booking, IOR will be at liberty to cancel such bookings if the amount is not paid before the utilization date.
Any increase in the price charged by IOR on account of change in rate of taxes or imposition of new taxes, levies by Government shall have to be borne by the User. Such imposition of taxes, levies may be without prior notice and could also be retrospective but will always be as per applicable law.
In the rare circumstance of a booking not getting confirmed for any reason whatsoever, IOR will process the refund of the booking amount paid by the User and intimate the User about the same. IOR is not under any obligation to provide an alternate booking in lieu of or to compensate or replace the unconfirmed booking. All subsequent bookings will be treated as new transactions. Any applicable refund will be processed as per the defined policies of the service provider and IOR as the case may be.
The User shall be completely responsible for all charges, fees, duties, taxes, and assessments arising out of the use of the service, as per the applicable laws
The User agrees and understands that all payments shall only be made to bank accounts of IOR. IOR or its agents, representatives or employees shall never ask a customer to transfer money to any private account or to an account not held in the name of IOR. The User agrees that if that user transfers any amount against any booking or transaction to any bank account that is not legitimately held by IOR or to any personal account of any person, IOR shall not be held liable for the same. User shall not hold any right to recover from IOR any amount which is transferred by the User to any third party.
The User will not share his personal sensitive information like credit/debit card number, CVV, OTP, card expiry date, user IDs, passwords etc. with any person including the agents, employees or representatives of IOR. The User shall immediately inform IOR if such details are demanded by any of its agents' employees or representatives. IOR shall not be liable for any loss that the User incurs for sharing the aforesaid details.
Refunds, if any, on cancelled bookings will always be processed to the respective account or the banking instrument (credit card, wallet etc.) from which payment was made for that booking.
Booking(s) made by the User through IOR are subject to the applicable cancellation policy as set out on the booking page or as communicated to the customers in writing.
IOR provides various modes of making payments on the Website for transacting, like UPI, Credit/Debit Cards of various banks, Net Banking facility of all major banks, IOR and third party Wallets, Gift Cards, EMI and more.
IOR will send booking confirmation, itinerary information, cancellation, payment confirmation, refund status, schedule change or any such other information relevant for the transaction or booking made by the User, via SMS, internet-based messaging applications like WhatsApp, voice call, e-mail or any other alternate communication detail provided by the User at the time of booking.
IOR may also contact the User through the modes mentioned above for any pending or failed bookings, to know the preference of the User for concluding the booking and also to help the User for the same.
The User hereby unconditionally consents that such communications via SMS, internet-based messaging applications like WhatsApp, voice call, email or any other mode by IOR are:
The User will indemnify IOR against all types of losses and damages incurred by IOR due to any action taken by TRAI, Access Providers (as per TRAI regulations) or any other authority due to any erroneous complaint raised by the User on IOR with respect to the communications mentioned above or due to a wrong number or email id being provided by the User for any reason whatsoever.
Unless explicitly provided by IOR in any specific service or deliverable, obtaining sufficient insurance coverage is the obligation of the User. In no case IOR shall accept any claims arising out of such scenarios.
Insurance, if any provided as a part of the service or product by IOR shall be as per the terms and conditions of the third-party insurance company. IOR merely acts as a facilitator in connecting the User with insurance company. The User shall contact the insurance company directly for any claims or disputes. IOR shall not be held liable in case of partial acceptance or denial of the claims by the insurance company.
'Overseas tour package' means any tour package which offers visit to a country or countries or territory or territories outside India and includes expenses for travel or hotel stay or boarding or lodging or any other expenditure of similar nature or in relation thereto.
‘Specified Person’ means a person defined as per provisions of Section 206CCA(3) of Income Tax Act, 1961.
The User is liable to pay Tax collected at source (TCS) on booking of an ‘Overseas tour package’ at an appropriate rate over and above the price charged for such package in compliance with the provisions of Section 206C (1G)(b) of the Income Tax Act, 1961. IOR will deposit the TCS amount so collected with the Government and issue appropriate document/certificate to the User in compliance with aforesaid provision.
The User is required to provide a valid PAN of User/Traveler(s) at the time of booking an overseas tour package with IOR. The User understands and agrees that IOR, at the time of booking or at a later stage, will validate the PAN provided by the User to check compliance of provisions of Section 206CC of Income Tax Act. The User agree that in case the PAN is found to be invalid, or it does not belong to User/traveler(s), IOR has an obligation to cancel the booking in compliance with the law and process the refund as per the cancellation policy applicable to said booking.
The User further understand and agrees that IOR would also, at the time of booking or at a later stage, validate User/traveler(s) PAN as per the provisions of Section 206CCA of Income Tax Act and if on validation the User qualifies as a ‘Specified person’, the User agrees to pay TCS to IOR at such higher rate as may be applicable under section 206CCA. The User agrees to pay the additional TCS amount to IOR where, as a result of validation under section 206CCA, the TCS collected at the time of booking fall short of the applicable rate of TCS. If User fails or disagree to pay the additional TCS, IOR has the right to cancel the booking and process appropriate refund as per the cancellation policy applicable to such booking.
The RBI mandates collection of PAN details for all transactions made under Liberalized Remittance Scheme (LRS)which include any international booking made on the Website or through Sales Channels. The User warrants and confirms that PAN details of the User/traveler will be shared by the User on or before the cut-off date prescribed by IOR either at the time of booking or after the booking is made. In case the traveler is a minor, IOR will require PAN details of the parent/guardian of such minor. The User further confirms that non-compliance of this requirement may result in cancellation of the booking.
The User warrants and confirms that the total amount of foreign exchange purchased or remitted during the current financial year, through all sources in India (including the current transaction) falls within the permissible limit prescribed by the RBI. In case the limit gets breached before the actual remittance request is approved by the AD Bank, IOR has an obligation to cancel the booking in compliance with the law and process refund as per cancellation policy applicable to said booking. The User further confirms that foreign exchange, if any, purchased by User for the purpose of international travel under the current booking will be utilized for the purpose indicated above.
The User authorizes IOR to retrieve User’s/ traveler’s (in case booking on someone’s behalf) PAN details from Users profile, previous bookings or share User/traveller’s data with third party(ies) for collecting or verifying PAN details solely for the purposes mentioned in this Agreement.
The User understands IOR does not collect User’s PAN details without consent. If the User wishes to opt of providing the same or wishes to delete it if already provided, the User may do so by accessing the profile information through the Desktop.
The User authorizes IOR to share User/traveler data with third party(ies) for collecting or verifying PAN details of User/traveler.
International bookings made through IOR are subject to the requirements of visa including but not limited to transit visa, OK TO BOARD which are to be obtained by the User as per the requirement of their travel bookings and the requirements of the countries the User intends to visit or transit through.
IOR is not responsible for any issues, including inability to travel, arising out of such visa requirements and is also not liable to refund any amount to the User for being unable to utilize the booking due to absence or denial of visa, irrespective whether or not the User has availed the services of IOR for the visa process too. Refund, if any, will be as per the applicable terms of booking and cancellation policy.
There can be exceptional circumstances where IOR and / or the Service Providers may be unable to honor the confirmed bookings due to various reasons like act of God, labor unrest, insolvency, a pandemic, an epidemic, business exigencies, government decisions, terrorist activity, any operational and technical issues, route and flight cancellations etc. or any other reason beyond the control of IOR. If IOR has advance knowledge of any such situations where dishonor of bookings may happen, it will make its best efforts to provide similar alternative to the User or refund the booking amount after deducting applicable service charges, if supported and refunded by that respective service operators. The User agrees that IOR being merely a facilitator of the services and products booked, cannot be held responsible for any such Force Majeure circumstance. The User has to contact the Service Provider directly for any further resolutions and refunds.
The User agrees that in the event of non-confirmation of booking due to any technical reasons (like network downtime, disconnection with third party platforms such as payment gateways, banks etc.) or any other similar failures, IOR’s obligation shall be limited refunding the booking amount, if any, received from the customer. Such refund shall completely discharge IOR from all liabilities with respect to that transaction. Additional liabilities, if any, shall be borne by the User.
In no event shall IOR and be liable for any direct, indirect, punitive, incidental, special or consequential damages, and any other damages like damages for loss of use, data or profits, arising out of or in any way connected with the use or performance of the Website or any other Sales Channel.
The Website may contain links to third party websites. IOR does not control such websites and is not responsible for its contents. If a User accesses any third-party website, the same shall be done entirely at the User's risk and IOR shall assume no liability for the same.
IOR is not responsible for any errors, omissions or representations on any of its pages, links or any linked website pages to the extent such information is updated or provided directly by the Service Providers or the advertisers.
IOR does not endorse any advertisers on its Website, or any linked sites in any manner. The Users are requested to verify the accuracy of all information provided on the third-party web pages.
The linked sites are not under the control of IOR and hence IOR is not responsible for the contents of any linked site(s) or any further links on such site(s), or any changes or updates to such sites. IOR is providing these links to the Users only as a convenience.
IOR at its sole discretion reserves the right to not accept any booking without assigning any reason thereof.
IOR will not provide any service or share confirmed booking details till such time the complete consideration is received from the User.
In addition to other remedies and recourse available to IOR under this User Agreement or under applicable law, IOR may limit the User's activity, warn other users of the User's actions, immediately suspend or terminate the User's registration, or refuse to provide the User with access to the Website if:
Once a User has been suspended or terminated, such User shall not register or attempt to register with IOR with different credentials, or use the Website in any manner whatsoever until such User is reinstated by IOR. IOR may at any time in its sole discretion reinstate suspended users.
If a User breaches this User Agreement, IOR reserves the right to recover any amounts due to be paid by the User to IOR, and to take appropriate legal action as it deems necessary.
The User shall not write or send any content to IOR which is, or communicate with IOR using language or content which is:
If the User violates any of the aforesaid terms, IOR shall be at liberty to take appropriate legal action against the User.
User agrees that that the end service provider may refuse to provide the service(s), agreed to be provided to the User, for any booking made through IOR with/without assigning any reasons or owing to reasons including but not limited to behavioural issues, public safety, health hazards, infectious diseases, government orders/notification etc. In such scenarios of refusal, the liability that may ensue shall solely vest with the end service provider as it is outside the purview of IOR and the User agrees that any claim, refund or damages against such refusal shall lie solely against the end service provider and not IOR.
The User expressly undertakes to provide IOR with correct and valid information while making use of the Website under this User Agreement, and not to make any misrepresentation of facts. Any default on part of the User would disentitle the User from availing the services from IOR.
In case IOR discovers or has reasons to believe at any time during or after receiving a request for services from the User that the request for services is either unauthorized or the information provided by the User or any of the travelers is not correct or that any fact has been misrepresented by that User, IOR shall be entitled to appropriate legal remedies against the User, including cancellation of the bookings, without any prior intimation to the User. In such an event, IOR shall not be responsible or liable for any loss or damage that may be caused to the User or any other person in the booking, as a consequence of such cancellation of booking or services.
If any judicial, quasi-judicial, investigation agency, government authority approaches IOR to cancel any booking, IOR will cancel the same without approaching the concerned User whose booking has been cancelled.
The User shall not hold IOR responsible for any loss or damage arising out of measures taken by IOR for safeguarding its own interest and that of its genuine customers. This would also include IOR denying or cancelling any bookings on account of suspected fraud transactions.
IOR's employees or authorized representatives will never contact a User asking for his/ her credit or debit card number, expiry date, CVV, net banking login, passwords, OTP etc. nor will they ever request for a fund transfer to a personal or an individual bank account. Further, they will also not ask a User to install any third-party applications that enable them to view a User's mobile or computer screen.
Acting on any of these requests may make you a victim of fraud, and may potentially lead to loss of your valuable money or information.
If you are ever asked for any of the aforesaid information, please report it immediately on ops@indiaonroaming.com.
The User agrees to indemnify, defend and hold harmless IOR, its affiliates and their respective officers, directors, lawful successors and assigns from and against any and all losses, liabilities, claims, damages, costs and expenses (including legal fees and disbursements in connection therewith and interest chargeable thereon) asserted against or incurred by such indemnified persons, that arise out of, result from, or may be payable by virtue of, any breach of any representation or warranty provided by the User, or non-performance of any covenant by the User.
The User shall be solely liable for any breach of any country specific rules and regulations or general code of conduct and IOR cannot be held responsible for the same.
User agrees that due to recent outbreak of COVID-19 pandemic, which has been declared as a national disaster by the Government of India, there may be instances, where the end service provider either cancels the booking or refuses to provide the services, as agreed with the User, by assigning or not assigning any specific reason for such refusal. Refusal of service may be due to the reasons including but not limited to the User:
In such cases IOR will assume no liability for the refusal of service by the end service provider. The User also agrees that refund, if any, for such bookings will be processed by IOR to the User subject to receipt of the same from the end service provider.
User further understands that due to the outbreak of COVID-19, the Central Government through its ministries, State Governments and statutory bodies have/may come up with detailed set of guidelines or standard operating procedure (SOP) that a traveler will have to follow in order to undertake the travel.
The User agrees to abide with all such guidelines/SOP while undertaking any travel. Failure to abide by such detailed set of guidelines/SOP, may lead to a situation where the service provider or any person authorized by the Central Government, State Government or statutory body may disallow the User to undertake the travel. In such circumstances, IOR will not be held liable for such refusal to travel and refund, if any, shall be strictly as per the terms of the service provider.
User understands that the Central Government, State Governments and various other bodies, may mandate downloading of Arogya Setu App or submitting a self- declaration form prior to entering a transit point like airport, railway station etc. or at the time of checking-in for a flight, into a hotel etc. Accordingly, the User must ensure downloading of Arogya Setu App on their smartphones or provide any other alternate such as self-declaration when demanded.
User undertakes that all bookings are subject to certain minimum medical wellbeing criteria specified by the Govt. / appropriate authority from time to time. User should have no medical history of the COVID-19 virus 28 days before the date of scheduled travel, especially in case of inbound travel. In this regard the User may be required to furnish a medical proof or health declaration in a applicable format.
SEVERABILITY: If any provision of this User Agreement is determined to be invalid or unenforceable in whole or in part, such invalidity or unenforceability shall attach only to such provision or part of such provision and the remaining part of such provision and all other provisions of this User Agreement shall continue to be in full force and effect.
JURISDICTION: This Agreement is subject to interpretation as per the laws of India, and the parties shall refer any unresolved disputes to the exclusive jurisdiction of courts in Delhi.
AMENDMENT TO THE USER AGREEMENT: IOR reserves the right to change the User Agreement from time to time. The User is responsible for regularly reviewing the User Agreement.
CONFIDENTIALITY: Any information which is specifically mentioned by IOR as confidential shall be maintained confidentially by the User and shall not be disclosed unless as required by law or to serve the purpose of this User Agreement and the obligations of both the parties herein.
FEEDBACK FROM CUSTOMER: IOR would like to know the feedback of the Users for improving its services. The User hereby authorizes IOR to contact the User for their feedback on various services offered by IOR. Such feedback may be collected through emails, telephone calls, SMS or any other medium from time to time. In case the User chooses not to be contacted, such User shall write to IOR for specific exclusion at Ops@indiaonroaming.com .
PRIVACY POLICY: User shall also refer to IOR's Privacy Policy available on IOR's website which governs use of the Websites. By using the Website, User agrees to the terms of the Privacy Policy and accordingly consents to the use of the User’s personal information by IOR and its affiliates in accordance with the terms of the Privacy Policy.
GRIEVANCE REDRESSAL: IOR strongly believes in resolving the issues raised by the User(s). In the event if user feels that it’s concern has not been resolved to it’s satisfaction, User may contact our grievance officer, who shall endeavour to redress the concern within 30 days from the date of escalation. To reach the grievance officer please use this Link to submit the details. User(s) are advised to escalate to the grievance officer only when they have already raised their complaint which has not been resolved to their satisfaction, or their concern has not been resolved within 30 days from the date of ticket generation. User(s) will be required to share their booking reference number and the ticket ID generated for their complaint, for any escalations to the Grievance Officer through this Link
In compliance of the Information Technology Act, 2000 and rules made thereunder and also in compliance of the Consumer Protection (E-Commerce) Rules, 2020 the name and contact details of the Grievance Officer are herein as under:
Email ID: ops@indiaonroaming.com
Address: www.indiaonroaming.com - Unit of IOR TECHNOLOGY PRIVATE LIMITEDG-57, Ground Floor, Westend Mall, Janak Puri, New Delhi - 110058
Working hours : Mon to Fri (9:00 to 18:00)
IOR acts as a facilitator and merely provides an online platform to the User to select and book a particular hotel. Hotels in this context includes all categories of accommodations such as hotels, home-stays, bed and breakfast stays, farm-houses and any other alternate accommodations.
All the information pertaining to the hotel including the category of the hotel, images, room type, amenities and facilities available at the hotel are as per the information provided by the hotel to IOR. This information is for reference only. Any discrepancy that may exist between the website pictures and actual settings of the hotel shall be raised by the User with the hotel directly, and shall be resolved between the User and hotel. IOR will have no responsibility in that process of resolution, and shall not take any liability for such discrepancies.
The hotel booking voucher which IOR issues to a User is solely based on the information provided or updated by the hotel regarding the inventory availability. In no circumstances can IOR be held liable for failure on part of a hotel to accommodate the User with a confirmed booking, the standard of service or any insufficiency in the services, or any other service related issues at the hotel. The liability of IOR in case of denial of check-in by a hotel for any reason what-so-ever including over-booking, system or technical errors, or unavailability of rooms etc., will be limited to either providing a similar alternate accommodation at the discretion of IOR (subject to availability at that time), or refunding the booking amount (to the extent paid) to the User. Any other service related issues should be directly resolved by the User with the hotel.
Hotels reserves the sole right of admission and IOR has no say whatsoever in admission or denial for admission by the hotel. Unmarried or unrelated couples may not be allowed to check-in by some hotels as per their policies. Similarly, accommodation may be denied to guests posing as a couple if suitable proof of identification is not presented at the time check-in. Some hotels may also not allow local residents to check-in as guests. IOR will not be responsible for any check-in denied by the hotel due to the aforesaid reasons or any other reason not under the control of IOR. No refund would be applicable in case the hotel denies check-in under such circumstances.
The User would be liable to make good any damage(s) caused by any act of him/ her/ or their accompanying guests (willful/negligent) to the property of the hotel in any manner whatsoever. The extent and the amount of the damage so caused would be determined by the concerned hotel. IOR would not, in any way, intervene in the same.
The primary guest must be at least 18 years old to be able to check into the hotel.
The User has to be in possession of a valid identity proof and address proof, at the time of check-in. The hotel shall be within its rights to deny check-in to a User if a valid identity proof is not presented at the time of check-in.
Check-in time, check-out time, and any changes in those timings, will be as per hotel policy & terms. Early check-in or late check-out request is subject to availability and the hotel may charge an additional fee for providing such services.
The booking amount paid by the User is only for stay at the hotel. Some bookings may include breakfast and/ or meals as confirmed at the time of booking. Any other services utilized by the User at the hotel, including laundry, room service, internet, telephone, extra food, drinks, beverages etc. shall be paid by the User directly to the hotel.
Hotels may charge a mandatory meal surcharge on festive periods like Christmas, New Year's Eve or other festivals as decided by the hotel. All additional charges (including mandatory meal surcharges) need to be cleared directly at the hotel. IOR will have no control over waiving the same.
Booking of a hotel can either be "Prepaid", or "Pay at hotel" as per the options made available by a hotel on the Website of IOR.
In "Prepaid" model, the total booking amount is paid by the User at the time of booking itself. Such total booking amount includes the hotel reservation rate, taxes, service fees as may be charged on behalf of the actual service provider, and any additional booking fee or convenience fee charged by IOR.
At the hotel's or IOR's sole discretion on case to case basis, the User may also be provided with an option to make a part payment to IOR at the time of confirmation of a booking. The balance booking amount shall be paid as per the terms of the bookings. For security purposes, the User must provide IOR with correct credit or debit card details. IOR may cancel the booking at its sole discretion in case such bank or credit card details as provided by the User are found incorrect.
For security purposes, the User must provide IOR with correct credit or debit card details. IOR may cancel the booking at its sole discretion in case such bank or credit card details as provided by the User are found incorrect.
Payment can be made either in INR or any other foreign exchange/currency as specified at the time of booking.
Some banks and card issuing companies charge their account holders a transaction fee when the card issuer and the merchant location (as defined by the card brand, e.g. Visa, MasterCard, American Express) are in different countries. If a User has any questions about the fees or any exchange rate applied, they may contact their bank or the card issuing company through which payment was made.
Some accommodation suppliers may require User and/or the other persons, on behalf of whom the booking is made, to present a credit card or cash deposit upon check-in to cover additional expenses that may be incurred during their stay. Such deposit is unrelated to any payment received by IOR and solely at the behest of the Hotel.
In "Pay at hotel" model, the concerned hotel will collect the entire payment against the booking at the time of check-in. In case of international bookings, the payment will be charged in local currency or in any other currency, as decided by the hotel. For security purposes, the User must provide IOR with correct credit or debit card details. IOR may cancel the booking at its sole discretion in case such bank or credit card details as provided by the User are found incorrect.
"Independent Contractors" means hotelier or hotel owner, owner of any airlines or shipping company or railway ferryboat owner, coach owner, or any other person or organization which has beeselected to render services to the User.
"Outbound Tour" means a tour operated by IOR outside of India and includes, but is not limited to, brochure tours, special tours, packages, cruise, sightseeing, carnival, cosmos, star cruise etc.
"Tour Cost" means total booking cost of all the services booked by the User for his outbound tour.
"Booking Fees" means a non-refundable fee or token money deposited at the time of booking by the User.
"Brochure" means catalogue, leaflet, e-mail or any other document containing the details about the itinerary and activities on an outbound tour.
"Infant" means a person below the age of 2 years and child means a person above the age of 2 years and below the age of 12 years.
IOR does not control or operate any airline, shipping company, coach, hotel, transport vehicles, restaurant, kitchen caravan or any other facility or service mentioned in the Brochure.
IOR shall not be responsible for any delay, improper service, standard of service provided by any service provider or any Independent Contractor, or for any injury, death, loss or damage which is caused by the act or default of any hotel, airlines, shipping companies, cruise, coach owners, tour operators who are IOR's independent contractors.
IOR shall not be responsible for any act or actions of co-travelers, co-passengers which may result in injury, damage to the life or limb or property of the User, or which may lead to interference in enjoying or availing the services provided on the outbound tour.
IOR being merely a facilitator , shall not be liable for the following:
In no event shall the entire liability of IOR for any claims directly and indirectly arising out of the tour exceed the total booking amount paid by the User.
There can be exceptional circumstances where the service operators like the airlines, hotels, the respective transportation providers or concerns may be unable to honor the confirmed bookings due to various reasons like climatic conditions, labor unrest, insolvency, business exigencies, government decisions, operational and technical issues, route and flight cancellations etc. If IOR is informed in advance of such situations where dishonor of bookings may happen, it will make its best efforts to provide similar alternative to its User or refund the booking amount after reasonable service charges, if supported and refunded by that respective service operators. The User agrees that IOR being an agent for facilitating the booking services shall not be responsible for any such circumstances and the customers have to contact that service provider directly for any further resolutions and refunds. The maximum liability of IOR in such events will be to refund the booking amount subject to receipt from the service providers.
All information given in the Brochure is based on the information available at the time of publication. IOR reserves the right to change any information contained in the Brochure before or after booking the outbound tour due to any event(s) beyond the control of IOR.
In case IOR becomes aware of any change before the departure for an Outbound Tour, IOR will take all reasonable steps to notify the User before the departure for that Outbound Tour. In the event of IOR becoming aware of the changes post the departure for the Outbound Tour, the IOR tour manager or local representative will inform the User about the change.
The prices quoted in the brochure will be calculated at the rate prevailing at the time of printing of the brochure. IOR reserves the right to amend the prices published in the brochure in case of currency fluctuations, changes in the various gross rates of exchange, and/ or fuel costs, special/ high season charge levied by the suppliers, hike in the airline/ rail charges before the date of departure and to surcharge accordingly. All such increases in price must be paid for in full before the departure by the User.
Apart from the instant Terms of Service and the User Agreement, some specific terms and conditions are mentioned against the respective Outbound Tour in the Website as well as email communication and confirmed booking vouchers. Those terms and conditions also form part of the IOR User Agreement & Terms Of Service and are to be read in consonance with each other.
No claim of the User against any change in the Brochure regarding the Outbound Tour shall be entertained if such changes are due to reasons beyond the control of IOR.
The menus are pre-set for meals on the Outbound Tour. The nature of meals is clearly indicated in the Brochure. IOR would not entertain a request for a special meal nor guarantees a special diet to the User except to the extent mentioned in the brochure.
IOR reserves the right to change the menu if circumstances necessitate such a change. In the event that the User is not able to avail the meals in the menu for any reason, no claim can be made for the unutilized meal against IOR.
User acknowledges that hotels worldwide serve breakfast at different ( local) time or time as specified in the confirmed booking voucher. User understands that Hotels do not pack or room deliver breakfast. The meal has to be consumed when served. If the User misses breakfast due to any reason, no claim for the same shall be entertained.
IOR may, in its sole discretion, entertain the requests for special meals, room allocations subject to such requests being honored by respective service providers. IOR would take all the necessary steps to ensure that these special requests are honored. However, in the event that such special requests are not honored, IOR would not be liable for any claim in this regard by the User. Extra cost, if any, for special meals or any such special requests have to be borne by the User.
User shall bear the additional charges of any special meal if purchased by him/ her and shall not be entitled to recover the same from IOR.
If the User fails to avail the meal due to the fault of IOR, then IOR's liability is limited to proportionate amount that the User had paid IOR for the meal while booking the outbound tour.
IOR takes all reasonable steps at the time of selecting the hotels that form a part of the Outbound Tour. The selection is based on an internal assessment of the respective hotels and such hotels selected are usually the best in the respective categories. IOR endeavors to provide details of the hotel to the User in advance vide proposed itinerary. However, IOR reserves the right to change hotels before booking, subject to availability or any other reason beyond its control.
Once the User opts for a certain category or star rating of a hotel, later no claim or dispute with regard to the star category or type of the hotel shall be entertained by IOR.
IOR would not be held liable or to make good any inconvenience or discomfort caused to the User due to but not limited to the insufficient services provided at the hotel. IOR acts as a facilitator between the User and the hotel, and would under no circumstances be held responsible for inadequate services provided by the hotel.
The User would be liable to make good any damage(s) caused by any act of him/her or their accompanying guests to the property of the hotel in any manner whatsoever. The extent and the amount of the damage so caused would be determined by the concerned hotel. IOR would not, in any way, intervene in the same.
No request for the change of hotel shall be entertained after the booking is confirmed. If User upgrades the hotel or changes the hotel on his own, he/she agrees to bear the charges incurred for change in the hotel and shall not be entitled to claim it from IOR.
User shall be responsible for his/ her baggage and valuables. IOR shall not be liable for any loss of baggage or theft of User's articles during their stay in the hotels or any time during the tour.
IOR takes all reasonable steps at the time of selecting the hotels that form a part of the Outbound Tour. The selection is based on an internal assessment of the respective hotels and such hotels selected are usually the best in the respective categories. IOR endeavors to provide details of the hotel to the User in advance vide proposed itinerary. However, IOR reserves the right to change hotels before booking, subject to availability or any other reason beyond its control.
Once the User opts for a certain category or star rating of a hotel, later no claim or dispute with regard to the star category or type of the hotel shall be entertained by IOR.
IOR would not be held liable or to make good any inconvenience or discomfort caused to the User due to but not limited to the insufficient services provided at the hotel. IOR acts as a facilitator between the User and the hotel, and would under no circumstances be held responsible for inadequate services provided by the hotel.
The User would be liable to make good any damage(s) caused by any act of him/her or their accompanying guests to the property of the hotel in any manner whatsoever. The extent and the amount of the damage so caused would be determined by the concerned hotel. IOR would not, in any way, intervene in the same.
No request for the change of hotel shall be entertained after the booking is confirmed. If User upgrades the hotel or changes the hotel on his own, he/she agrees to bear the charges incurred for change in the hotel and shall not be entitled to claim it from IOR.
User shall be responsible for his/ her baggage and valuables. IOR shall not be liable for any loss of baggage or theft of User's articles during their stay in the hotels or any time during the tour.
IOR reserves the right to amend, alter, vary or withdraw any particular departure, excursion or substitute a hotel of similar category, or any other aspect of the itinerary, if deemed advisable or necessary.
In the event that the User misses out on any activity on the outbound tour due to delay on his part, IOR would not be held liable to refund the money paid for the same.
IOR will not entertain any change in the itinerary at the request of the User after booking, as such change might disarray the entire tour. However, IOR may, in its sole discretion and subject to availability, provide changes in the itinerary made at the request of the User. User agrees to pay additional cost incurred due to such change/cancellation.
Tipping is customary (unless otherwise stated in the brochure) in all parts of the world for services rendered (e.g. porters, coach drivers, guides etc.). This is however solely at the discretion of the User.
Tipping in Europe is something that is expected of anyone providing you a service, for example, local guides, waiters, tour manager, porter etc. However, it is mandatory to tip the coach driver a nominal amount of 2 Euros for Europe and UK and 2 Dollars for USA per person per day for the duration of the tour.
It is recommended that the User carries money partly in local currency (i.e. in the currency of the country where he/she is traveling), partly in traveler's cheques or travel currency card. Traveler's cheque is a safe way to carry money as they are easily cashable for a small service fee charged by the bank and can be replaced if they are stolen or lost, provided you have the traveler's cheque numbers and the counterfoil.
Alternatively, the User can carry a travel currency card, which is by far the safest way to carry foreign currency and provides 24*7 access to cash at relevant ATMs.
If a child below 12 years of age is booked on the outbound tour without paying for a separate bed, then no separate bed will be provided in the hotel.
In case where a travel agent through whom the Users have booked the Outbound Tour, signs the booking form for and on behalf of the User, it shall be deemed and construed that the Users have duly authorized the said travel agent to sign on their behalf. The signing of the booking form by the travel agent would be binding on the User.
If the User books with a travel agent, the contract is with the User's travel agent and IOR is a supplier to the User's travel agent.
Correct information of the contact details of the User shall be provided at the time of booking. IOR takes no responsibility for any claims arising out of non-receipt of information if the specified contact number is not reachable or does not belong to the User.
IOR takes no liability for any promises made to the User by any other travel agent authorized by the User to make bookings. All products and services are provided as per IOR Broachers or any other document provided to the User at the time of booking the tour.
In case of bookings through other travel agents, refunds (if any) will be made to the travel agent authorized by the User to make bookings.
IOR may require the User to pay non-refundable interest-free booking fee at the time of booking the tour.
In the event that the User cancels the booking or fails to adhere to the tour payment schedule as informed in the documentation check list or in the event that the visa of the destination country is not granted or the User is unable to travel on the tour booked due to any personal reason, including medical ground or sickness, cancellation charges will apply as communicated to the User by IOR.
User acknowledges that booking of air tickets, hotels for a tour is done parallel to visa processing to ensure the availability as per the proposed itinerary. In the event of any denial or rejection of visa, IOR shall be entitled to recover any cost incurred in making such bookings by way of deducting cancellation charges as specified hereinabove. User acknowledges that such charges are just and fair and are deducted towards expenses that IOR incurs towards making bookings at the request of the User and consequent cancellation or non-travel by the User.
All the Users traveling on an outbound tour must be in possession of a valid visa (including transit Visa) to enter all the countries in which the Users intends to visit or pass through as a part of the outbound tour.
User(s) whose visas are not granted by the concerned consulates, must intimate IOR immediately about such rejection. IOR will deduct applicable cancellation charges in addition to any additional visa expenses incurred and refund balance amount if any.
In case of rejection, if User wishes to reapply/appeal against rejection of the visa, IOR shall do the same strictly pursuant to the instructions of the User. The reapplying/appeal shall be a fresh transaction and the User will be liable to pay the applicable fee for such reapplying/appeal process alongwith service fee to IOR. Unless otherwise applied by the User, IOR will not initiate reapplication of any visa application.
If the Outbound Tour is cancelled for any reason what-so-ever, including cases of visa rejection or voluntary cancellation by the User the cancellation charges as mentioned in the brochure or the itinerary will apply. In the absence of any such information, the following cancellation charges will apply:
Time period in which the cancellation is made Charges
Payment shall be made as per the payment schedule provided on the brochure, Email or any other documented information as informed at the time of booking.
Payment can be made either online or by way of DD/cheque as specified to the User.
Payment can be made either in INR or any other foreign exchange/currency (as IOR depends on various out bound service providers/ Independent contractors for the purpose of planning the OBT) as specified in the brochure or any other documented information provided at the time of booking.
If any cheque towards the payment is dishonored, IOR, without notice to the User, shall be entitled to cancel the entire booking without any liability and take recourse to appropriate legal remedy.
Final documents and airline tickets will be shared with the User only after the balance payment is made to IOR by the User. PAN Card copy will be required when payments amounting to Rs.25,000/- or above are made by cash.
For purpose of computing the cost of tour or refund, the foreign exchange components of the outbound tour will be calculated at the prevailing day's rate of exchange. And any increase or decrease in the rate of exchange may cause the cost of tour/ refund amount to change and the User shall be bound to bear any such changes.
IOR is not obligated in any circumstance to provide break–up of the invoice for each of the service included in the package.
IOR is only a facilitator and any refund for any service(s) which are not delivered by the service provider /Independent Contractors or for any reason for which the User is entitled for a refund is subject to IOR receiving the amount from the said service provider. User acknowledges that IOR shall not be held liable for any delay in refund or non-refund of the amount from the respective service provider or Independent Contractors of IOR. In such events the User shall directly approach the service provider for any claims.
In case the User makes any changes in their accommodation while on the Outbound Tour, IOR shall not refund or pay compensation in any manner whatsoever. The User would also be liable to pay any additional sum that is required to be paid consequent to the aforesaid changes made in the accommodation.
In the event of any delay in the refund beyond the period specified herein, the entire liability of IOR shall be refund of the said amount with interest calculated at the applicable bank rate till the date the refund is made.
In the event of IOR amends or alters any tour or holiday after such a tour or holiday has been booked, the User shall have the option to continue with the tour or holiday as amended/ altered, or to accept any alternative tour or holiday which IOR may offer.
In either of these cases above, the User shall not be entitled to nor IOR be liable to the User for any damage, additional expenses or consequential loss suffered by the User. IOR’s liability in such cases shall be only to refund the amount of the cost of the said tour to the User (after deducting the actual expenses incurred by IOR for the booking like visa, insurance premium, and other charges as applicable from case to case, without any interest on the same.
IOR may, from time to time, launch some promotions and discount offers on the tour package internally or externally through advertisements and some Users in the group tour might receive additional benefits due to entitlement to such promotion and discounts. No claims from Users in the group for such privileges shall lie if they are not entitled for the discounts or eligible under the promotion.
In case of publication of any travel scheme offering any discount or benefit by IOR, IOR shall have the sole right to withdraw such a scheme or discount at any time.
For tour arrangements like carnival, cosmos, star cruise, amusement parks, museums etc., the terms and conditions specified by such respective entities shall also be applicable.
It shall be the responsibility of the User to reach the place of commencement of the tour and register with the representative of IOR/ tour guide/ tour manager at the appointed place, date and time.
If a User avails pre-tour services or part thereof, or the air tickets (cost of which is included in the main tour cost) but fails to join the group for the main tour at the appointed place, or cancels the tour after using the air tickets or pre-tour arrangements or part thereof, it shall be treated as "no show" and there will be no refund whatsoever for the unutilized pre-tour or main tour services.
IOR cannot be held liable for any hazard to the health, safety and well-being of the User in the course of availing any or all activities including adventure sports, Amusement park & rides, ferry ride, sightseeing or any other activity that may pose a threat of death or injury taken up by the User as a part of the OBT or on his own while on the OBT. Any incidental damage or loss, injury, accident, death etc. suffered in the due course of any such activity shall be at the sole risk and liability of the User attributable to IOR.
IOR reserves the right to withdraw tour membership of any User whose behavior is deemed likely to affect the smooth operation of the outbound tour or adversely affect the enjoyment or safety of other passengers. IOR shall not be liable for any damages due to such withdrawal.
It is a mandatory condition of booking that the User purchases a holiday insurance.
A transfer from one tour to another prior to the departure of the originally booked tour will be treated as a cancellation of the original tour and would attract the cancellation charges as stated hereunder and a fresh booking would have to be made at the prevalent rates.
User agrees that apart from booking charges as charged by the Operator, IOR may charge an additional amount in nature of convenience fee or service fee. The said additional charges covers the cost incurred by IOR towards facilitating such booking. User agrees that the said charges are strictly non-refundable in nature. User further agrees that the amount collected by IOR for any given booking is passed on to Operator and therefore, IOR cannot be called as an Operator just because it collects payment for any booking.
The estimate cost provided at the time of booking is not to be construed as the final price, unless specifically indicated. The final amount will be calculated based on the verification of the vehicle at the time of return to the Operator or its representative. Basis the information received by the Operator, any refunds, as applicable will be made to the User.
Apart from the charges explained above, User at the time of booking will also have to make payment towards Security Deposit. The amount paid towards Security Deposit is strictly governed by the terms of Operator and IOR will have no role to play in decisive terms for refund of such Security Deposit at the time of handover of Cabs.
Any booking is subject to applicable cancellation policy set out on the booking page or as communicated to the User at the time of booking.
User also agrees that expenses like toll charges, permit charges, parking charges, entry fees, Service Tax & any other Government Tax as per Government guidelines are to be borne by the User. User also understand that in case of violation of any traffic and/or road rules, penalty charged by any concerned authority shall be borne by the User.