Terms and Conditions

Article 200000 （Scope of Application)

These Terms and Conditions (“T&C”) shall govern all accommodation Testing Testing agreements, tenancy arrangements, or any related contracts entered into between any Paying Guest accommodation provider (“PG Owner”) registered on the ZOYPG platform and the Guest. This shall include, but not be limited to, agreements relating to short-term stays, day-use facilities, and ancillary services. Any matters not expressly covered herein shall be governed by the applicable laws, rules, regulations, notifications, and generally established commercial practices in India.

Notwithstanding the foregoing, where the PG Owner has entered into a special written agreement with a Guest, such agreement shall prevail over these T&C, provided such terms are lawful, consistent with public policy, and do not contravene the aggregator framework facilitated by ZOY.

Article 2（Application for an Accommodation Agreement)

Any Guest seeking to enter into an accommodation agreement for a Paying Guest (PG) property listed on the ZOYPG Platform shall be required to provide the following details to the PG Owner through the ZOYPG Platform or any other approved mode of communication:

1. Full name, age, and valid contact information (including telephone number and email address);
2. Intended date(s) of stay and estimated time of arrival;
3. Applicable accommodation fees, calculated in accordance with the Basic Accommodation Fees specified in Appendix 1 (Fee Breakdown) or as otherwise notified by the PG Owner;
4. Government-issued identity proof and/or such other documents as required for compliance with Know Your Customer (KYC) norms and applicable Indian laws;
5. Any other information reasonably required by the PG Owner or mandated under law (including emergency contact details, occupation, or student/employment proof, as applicable).

In the event a Guest wishes to extend their stay beyond the originally agreed date of departure, such request shall be deemed to constitute a fresh application for an accommodation agreement. The PG Owner, at its sole discretion, may accept or reject such application subject to availability of the premises, payment of applicable fees, and compliance with house rules.

Article 3（EstablishmentoftheAccommodation Agreement）

The accommodation agreement shall be deemed to have been validly established once the PG Owner communicates its acceptance of the Guest’s application submitted under Article 2. For the avoidance of doubt, mere submission of an application through the ZOYPG Platform or otherwise shall not, in itself, constitute confirmation unless expressly accepted by the PG Owner.

Upon confirmation of the accommodation agreement, the Guest shall be required to pay a security/booking deposit in such amount and within such deadline as notified by the PG Owner, which payment shall be facilitated through the ZOYPG Platform. Failure to remit the deposit by the prescribed deadline shall entitle the PG Owner to treat the accommodation agreement as null and void, provided that the PG Owner or ZOYPG has notified the Guest of the applicable payment deadline.

The deposit so collected shall be appropriated in the following order of priority:

1. Towards accommodation charges and other contracted fees payable by the Guest;
2. Towards fines, penalties, or statutory dues arising out of the Guest’s default;
3. Towards compensation for damages to the property, fixtures, or furnishings, beyond normal wear and tear, in accordance with Articles 6 and 21 herein.

ZOYPG shall act as the collection and facilitation agent for the PG Owner in respect of the deposit and accommodation charges. ZOYPG shall not be liable to the Guest for refund of deposits except to the extent funds remain in ZOY’s possession at the time of termination. The responsibility for determination of deductions, damages, or forfeiture shall rest exclusively with the PG Owner.

Article 4 (Public Health & Safety Measures)

In order to ensure the safety and well-being of all occupants, the PG Owner may, in accordance with applicable laws and government directives (including but not limited to the Epidemic Diseases Act, 1897, Disaster Management Act, 2005, and any local municipal guidelines), require Guests to comply with reasonable health, hygiene, and infection-prevention measures while residing in the premises.

Such measures may include, but are not limited to:

1. Submission of recent medical/health declarations;
2. Temperature checks, vaccination proof, or testing as mandated by government notifications;
3. Compliance with sanitisation, mask-wearing, or isolation requirements during public health emergencies;
4. Any other precautionary measures deemed necessary by the PG Owner or mandated by public authorities.

Refusal by the Guest to comply with such infection-prevention measures shall entitle the PG Owner (acting through ZOYPG as facilitator) to deny admission, cancel the booking, or terminate the accommodation agreement, without liability to refund deposits or advance payments already made, except at the PG Owner’s discretion.

Article 5（Refusal of Accommodation Agreements)

The PG Owner (acting through ZOYPG as facilitator) reserves the right to refuse or cancel any application for accommodation in the following circumstances. Such refusal shall be exercised in compliance with applicable Indian laws, including the Indian Contract Act, 1872, and shall not be construed as arbitrary or discriminatory:

1. When the accommodation application violates these Terms and Conditions, or involves misrepresentation, false declarations, or submission of incomplete information.
2. When all available rooms or beds are fully occupied, and the PG is unable to provide accommodation.
3. When the potential guest is reasonably suspected of intending to engage in illegal, immoral, or disruptive activities during their stay, including those contrary to public order.
4. When the potential guest is identified as belonging to, associated with, or acting on behalf of:

   a. An unlawful association or organized criminal group, as prohibited;

   b. A corporation or entity substantially influenced or controlled by such unlawful groups; or

   c. Any person convicted of serious criminal activities that may endanger the safety or peace of other residents.

5. When the behavior, condition, or reputation of the potential guest is reasonably deemed to pose a nuisance, harassment, or risk to other guests, staff, or the property.
6. When the potential guest is diagnosed with or suspected of carrying a contagious or infectious disease which poses a health risk to other occupants, as determined under applicable Indian health regulations.
7. When the potential guest has previously engaged in abusive conduct, including violence, threats, intimidation, harassment, or unreasonable demands, whether against PG staff, ZOY, or other tenants.
8. When repeated unreasonable or excessive demands are made by the potential guest, causing undue burden and interference with the PG’s ability to provide services to other tenants.
9. When the PG is unable to provide accommodation due to unavoidable circumstances, including natural disasters, government restrictions, power or utility failures, or any force majeure event.
10. When the potential guest is intoxicated, engages in disorderly or abnormal conduct, or is otherwise deemed unfit for shared accommodation under municipal by-laws or local regulations.
11. When the potential guest presents themselves in an unhygienic or unsanitary condition that may cause discomfort or nuisance to other residents.
12. When it is discovered that the potential guest has reserved the premises with the intent of making an unlawful profit, sub-letting, or carrying out unauthorized business or resale activity.
13. When the potential guest fails to comply with these Terms and Conditions, cancellation policies, or agreed payment obligations.

The PG strictly prohibits any form of ragging, bullying, harassment, or abusive behaviour within its premises. This includes but is not limited to verbal, physical, sexual, or online harassment. Any violation shall result in immediate termination of accommodation without refund, and may also be reported to law enforcement authorities.

Article 5-2 – Explanation of Refusal

In the event that an accommodation application is refused in accordance with Article 5, the applicant shall be entitled to request, in writing, a brief explanation of the reasons for such refusal. The PG Owner, with assistance from ZOY, shall provide such explanation within a reasonable period, unless restricted by legal, privacy, or security considerations.

Article 6 (Guest’s Right to Terminate the Accommodation Agreement)

A Guest may, at any time, request termination of their accommodation agreement by giving notice to the PG Owner, either directly or through ZOY. If termination occurs for reasons attributable to the Guest, the PG shall be entitled to levy a cancellation penalty in accordance with the scale set out in Appendix 2 (Penalties – Cancellation & No-show). The penalty shall be deducted from the deposit or advance paid by the Guest. Where a deposit payment deadline has been specified under Article 3(2), and the Guest cancels prior to making such payment, no penalty shall be applicable, unless otherwise expressly notified.

All guests shall complete Know Your Customer (KYC) verification, including valid government-issued identification, prior to or at the time of check-in. Foreign nationals must comply with all applicable Indian laws, including registration with the Foreigners Regional Registration Office (FRRO), where required. Failure to comply with such requirements shall result in cancellation of accommodation, and the PG shall not be held liable for any consequences arising therefrom.

Article 7 (The PG’s Right to Terminate the Accommodation Agreement)

The PG Owner (acting individually or through ZOYPG as facilitator) shall have the right to terminate any accommodation agreement, with immediate effect, in the following cases. Such termination shall be deemed valid under applicable Indian law and relevant municipal and safety regulations. Termination under this Article shall not be construed as arbitrary and shall be limited to the following grounds:

1. Where the Guest is reasonably suspected or found engaging in illegal activities, immoral conduct, or acts disruptive to public order or the peace of the premises during their stay.
2. Where the Guest is identified: A member, associate, or affiliate of any unlawful association, organized criminal group, or antisocial element as defined or relevant criminal law; A person associated with any company, trust, or entity substantially influenced or controlled by such unlawful groups; or Where any director, partner, or controlling officer of such Guest’s organization is linked with unlawful associations.
3. Where the Guest’s behaviour, whether through noise, violence, harassment, intoxication, or otherwise, poses a nuisance or material disturbance to other residents, staff, or the general peace of the PG.
4. Where the Guest is diagnosed with or suspected to carry an infectious or contagious disease that may endanger the health of other occupants, as determined under applicable Indian health laws or municipal notifications.
5. Where the Guest engages in threats, intimidation, coercion, blackmail, or unjust demands against the PG, ZOY, its staff, or other Guests, including harassment whether physical, verbal, or digital.
6. Where the Guest imposes unreasonable, excessive, or repeated demands on the PG, thereby hampering its ability to provide services to other Guests in a fair and efficient manner.
7. Where due to natural disaster, fire, government restrictions, electricity or utility failure, or other force majeure circumstances, the PG is unable to continue providing accommodation.
8. Where the Guest is found smoking in restricted areas (including rooms and beds), tampering with fire-fighting or safety equipment, or otherwise violating fire safety and building safety rules.
9. Where the Guest engages in unauthorized business, sub-letting, commercial gain, or unlawful resale of reserved accommodation.
10. Where the Guest violates the House Rules, or fails to comply with the Terms and Conditions, payment schedules, or cancellation policies.

Article 7-2 – Explanation of Termination

Where the PG Owner cancels or terminates an accommodation agreement in accordance with Article 7, the affected Guest shall be entitled to request a written explanation of the reasons for such termination. The PG Owner, with facilitation support from ZOY, shall provide a reasonable explanation within a practical period, unless disclosure would compromise the safety, privacy, or legal rights of other Guests or the PG.

Article 8 (Guest Registration)

Every Guest shall, at the time of check-in, provide the following information to the PG management (through ZOY’s digital platform or at the reception desk, as applicable):

1. Full name, age, gender, permanent address, and contact number;
2. Proposed duration of stay, including planned date and time of departure;
3. Such additional information as may be reasonably required by the PG or ZOYPG for security, regulatory, or operational purposes.

In compliance with the Foreigners Act, 1946, and applicable Indian immigration rules, all international guests without a permanent address in India must present a valid passport, visa details, and Form C registration particulars. The PG/ZOYPG shall maintain digital or physical records of such documentation as mandated by law. Guests intending to pay the accommodation fees using credit cards, digital wallets, cheques, or other non-cash methods shall declare the same at the time of registration. The PG reserves the right to decline any mode of payment not accepted or notified in advance.

Article 9 (Compliance with Rules and Regulations)

Guests shall strictly comply with:

1. These Terms and Conditions;
2. The PG’s House Rules (as amended from time to time);
3. ZOY’s digital policies on data usage, platform conduct, and payments;
4. Applicable laws including but not limited to the Indian Penal Code (IPC), municipal by-laws, fire and building safety regulations, and data protection laws.

Non-compliance shall constitute a breach of the accommodation agreement, entitling the PG/ZOYPG to terminate the Guest’s stay, levy penalties, or claim damages.

Article 10 (Prohibited Acts)

Guests shall not, either personally or through a third party, engage in the following prohibited activities:

1. Furnishing false or misleading information at the time of booking or registration;
2. Use of fraudulent or unauthorized payment methods, including stolen cards, counterfeit digital instruments, or misappropriated wallets;
3. Unauthorized access or misuse of ZOY’s digital platform, APIs, membership benefits, or data belonging to other users or third parties;
4. Using PG premises for commercial/business purposes without prior written consent of the PG/ZOY;
5. Bulk booking with subsequent mass cancellations or other bad-faith booking practices;
6. Impersonation of the PG, ZOY, or their representatives, including fraudulent communication on digital platforms;
7. Cyber misconduct, including hacking, uploading malicious software, phishing, spamming, or data theft;
8. Removal, damage, destruction, or misuse of PG facilities, furniture, fixtures, and equipment;
9. Making unreasonable demands, slandering, threatening, harassing, or defaming the PG, ZOY, their staff, or other guests, whether in person, via social media, or otherwise;
10. Acts of violence, intimidation, or extortion against staff, management, or other guests;
11. Any conduct that causes nuisance, inconvenience, damage, or disadvantage to other guests, the PG, ZOY, or third parties;
12. Infringement of intellectual property rights, privacy, or personal rights of others;
13. Engagement in illegal or immoral activities, including but not limited to gambling, consumption or possession of narcotics, trafficking, or human exploitation, within the PG premises;
14. Association with or facilitation of unlawful/antisocial elements, including organized crime, as per Indian law;
15. Violation of fire safety rules, smoking in prohibited areas, or tampering with safety equipment;
16. Violation of cancellation, refund, or payment policies;
17. Any other acts deemed by the PG/ZOY, in good faith, to be contrary to law, public order, morality, or the safety and comfort of other residents.

The PG and/or ZOYPG shall be entitled to recover compensation from the Guest for any losses, damages, penalties, fines, or reputational harm caused as a result of the above prohibited acts. Such recovery may include deductions from the security deposit, withholding of refunds, or initiation of legal proceedings under applicable Indian law.

Article 11 (PG Liability)

The PG shall be liable to compensate Guests for damages arising directly from failure to perform its obligations under the accommodation agreement, except where such failure is due to:

1. Force Majeure events (natural calamities, fire, pandemics, regulatory actions, strikes, etc.);
2. Misconduct, negligence, or unlawful acts of the Guest;
3. Acts attributable to third parties beyond the PG’s reasonable control.

The PG’s responsibility to provide accommodation commences upon successful guest check-in at the front desk or via ZOY’s digital confirmation system, and ceases upon check-out or expiry of the booked tenure. The PG/ZOYPG maintains appropriate liability insurance to cover risks such as fire, natural disasters, and accidents, in compliance with applicable laws. The PG/ZOY’s aggregate liability shall not exceed the total accommodation fee paid by the Guest for the relevant booking period.

Article 12 (Non-Availability of Rooms)

In the event that the PG is unable to provide accommodation as agreed, the PG shall, with the Guest’s consent, arrange alternative accommodation of a comparable standard at another property.If suitable alternative accommodation cannot be arranged, the PG shall refund all payments received for the booking.No compensation shall be payable if non-availability of rooms arises from reasons not attributable to the PG, including Force Majeure events or unlawful conduct of the Guest.

Article 13 (Storage of Guest Luggage and Belongings)

The PG may accept advance delivery of Guest luggage or personal belongings, provided prior arrangements are made. Such items shall be handed over to the Guest upon check-in. In the event that luggage or belongings are left behind after check-out:

1. Valuables, identity documents, and items containing personal information shall be handed over to the local police station as per Indian law;
2. Non-valuable items shall be stored for a maximum period of 90 days, after which they may be disposed of by the PG at its discretion;
3. Perishable items, food, beverages, cigarettes, and unsanitary materials shall be discarded immediately to protect hygiene and safety.

The PG reserves the right to inspect abandoned luggage to comply with safety, security, and legal requirements. The PG’s liability for stored or abandoned luggage shall be limited to cases of proven negligence, and in any event, shall not exceed the value prescribed under applicable insurance or as limited by Indian Contract Act, 1872.

Article 14(Housekeeping and Room Access)

For stays of two or more consecutive nights, housekeeping shall be provided only upon the Guest’s request, unless otherwise mandated. Notwithstanding the above, compulsory housekeeping shall be undertaken at least once every four (4) nights, to maintain sanitation and hygiene standards.The PG reserves the right to enter and clean guestrooms, even outside scheduled cleaning, for reasons including but not limited to maintenance, safety checks, pest control, legal inspections, or emergencies.Guests may not refuse such access or housekeeping services as they are essential to ensure hygiene, safety, and compliance with applicable health regulations.

Article 15 (Wi-Fi and Digital Networks)

Guests using Wi-Fi or any other digital network provided by the PG/ZOYPG shall do so at their own risk. Service interruptions, slowdowns, or termination may occur due to system failures, repairs, maintenance, or other unavoidable reasons. The PG/ZOYPG shall not be liable for any resulting loss, including but not limited to business loss, data loss, or consequential damages.

Guests are strictly prohibited from using Wi-Fi or network services for unlawful or harmful activities, including but not limited to:

1. Hacking, phishing, spamming, or spreading malware;
2. Streaming or downloading copyrighted content illegally;
3. Accessing prohibited websites or content under Indian law.

If a Guest engages in inappropriate or unlawful use of the PG/ZOY’s digital networks causing damage, liability, or third-party claims, the PG/ZOYPG shall have the right to immediately terminate network access and claim full compensation for any losses, including legal costs and penalties imposed by authorities.

Article 16 (Parking and Vehicle Liability)

Parking facilities may be provided to Guests, subject to availability, and at the discretion of the PG. Parking does not create a bailment obligation, and the PG shall not be held responsible for theft, damage, or loss to vehicles, except where such loss arises from willful misconduct or gross negligence of the PG in maintaining the parking facility. Guests shall park their vehicles at their own risk and are required to comply with all safety and parking rules prescribed by the PG.

Article 17 (Guest Liability)

Guests shall be liable for and compensate the PG/ZOYPG for any direct or indirect damages, losses, or liabilities caused by their willful misconduct, negligence, or violation of these Terms and Conditions. Such liability shall include, but not be limited to:

1. Repairs for damages to property, fixtures, or furnishings;
2. Costs of additional housekeeping, pest control, or restoration;
3. Loss of business opportunities due to room unavailability;
4. Claims or penalties imposed by governmental or regulatory authorities due to unlawful Guest activities.

Article 18 (Exemptions and Limitations of Liability)

The PG/ZOYPG shall not be liable for any damages, losses, or claims arising from:

1. Force majeure events (fire, flood, natural calamities, strikes, pandemics, government orders, etc.);
2. Acts of third parties beyond the reasonable control of the PG/ZOY;
3. Negligence, misconduct, or unlawful activities of the Guest.

The maximum liability of the PG/ZOY, in any case, shall be limited to the amount of accommodation fees paid by the Guest for the booking period in question.

Article 19 (Reporting to Authorities and Safety Measures)

The PG/ZOYPG reserves the right to notify the police, municipal authorities, or any other competent authority in cases where a Guest’s actions violate the law, cause nuisance, endanger safety, or affect the rights of other Guests. In cases where the health or safety of a Guest is at serious risk, the PG may arrange medical assistance, including calling an ambulance, irrespective of the Guest’s consent, and all related costs shall be borne by the Guest.

Article 20 (Amendments to Terms and Conditions)

The PG/ZOYPG reserves the right to amend or update these Terms and Conditions at any time, subject to compliance with applicable Indian laws. Updated Terms shall be published on the PG/ZOY’s official platform (website/app) and notified to Guests, where possible. Continued usage of PG facilities by the Guest after publication of such amendments shall constitute deemed acceptance of the revised Terms. For agreements entered into prior to such amendments, the earlier Terms shall continue to apply unless the Guest expressly consents to the updated version. These Terms and Conditions constitute an electronic record under the Information Technology Act, 2000 and applicable rules, and shall be valid, enforceable, and binding as if executed in writing. Any amendments or modifications shall be published on the official ZOYPG platform, and continued use of PG services after such publication shall constitute deemed acceptance by the guest.

Article 21 (Severability)

If any provision of these Terms and Conditions is held invalid, illegal, or unenforceable under applicable law, such invalidity shall not affect the enforceability of the remaining provisions. If a provision is deemed invalid in relation to one Guest, it shall remain enforceable with respect to all other Guests.

Article 22 (Preferred Language)

The original and legally binding version of these Terms and Conditions shall be the English language version. Any translations into other languages may be provided solely for reference and convenience of Guests. Such translations shall not be deemed authoritative or contractually binding. In case of inconsistency, discrepancy, or dispute, the English version shall prevail.

Article 23 (Good Faith Negotiation)

In the event of any disagreement, dispute, or claim arising under or in connection with these Terms and Conditions or the use of PG facilities, the PG and the Guest shall first attempt to resolve the issue amicably through good faith negotiations. Both parties agree to provide full cooperation, necessary documentation, and reasonable time to resolve disputes mutually before initiating legal or arbitration proceedings.

Article 24 (Governing Law and Jurisdiction)

These Terms and Conditions and any accommodation agreement between the PG and the Guest shall be governed by and construed in accordance with the laws of India. Subject to the provisions of mandatory arbitration or mediation (if applicable), the courts at Bengaluru, Karnataka shall have exclusive jurisdiction over any disputes, claims, or legal proceedings arising from these Terms and Conditions.

Article 25 (Acceptance and Binding Effect)

By availing accommodation, services, or facilities provided by the PG and/or through the ZOYPG platform, the guest acknowledges that they have read, understood, and agreed to be bound by these Terms and Conditions, including all Rules, Policies, and House Regulations incorporated herein by reference. These Terms and Conditions constitute a binding agreement between the PG, ZOY, and the guest, enforceable in accordance with applicable laws of India.

Article 26 (Notices and Communication)

All notices, requests, or communications relating to these Terms and Conditions shall be made in writing and may be delivered via email, SMS, or in-app notifications by ZOYPG or the PG. Such communications shall be deemed valid and binding when sent to the contact details provided by the guest at the time of registration.

Article 27 (Entire Agreement)

These Terms and Conditions, along with any amendments, appendices, or Rules issued by the PG or ZOY, constitute the entire agreement between the parties and supersede all prior discussions, negotiations, or representations, whether oral or written, relating to the subject matter herein.

Contact Information

For any queries, grievances, or requests relating to these Terms and Conditions, guests may contact: