These terms and conditions govern the SaffronStays Guest Refund Policy (the "Guest Refund Policy") available to Guests who book and pay for a Listing listed by a Host through the SaffronStays platform (the "Site") and suffer a Travel Issue and the obligations of the Host associated with the Guest Refund Policy. These terms should be read alongwith Terms of Service for the Website. Capitalized terms not defined here would have the same meaning as defined in Terms of Service
A "Travel Issue" means any one of the following:
(a) the Host of the Listing
(i) cancels a reservation shortly before the scheduled start of the reservation, or
(ii)fails to provide the Guest with the reasonable means to access the Listing (e.g., by providing the keys and/or a security code).
(b) the description of the Listing in the listing on the Site is materially inaccurate with respect to:
(i) the size of the Listing (e.g., number and size of the bedroom, bathroom and/or kitchen or other rooms),
(ii) whether the reservation for the Listing is for a private room or shared room, and whether another party, including the Host, is staying at the Listing during the reservation,
(iii) the physical location of the Listing.
(b) at the start of the Guest's reservation, the Listing:
(i) is not generally clean, hygienic and sanitary
(ii) contains safety or health hazards that would be reasonably expected to adversely affect the Guest's stay at the Listing in SaffronStays' judgment,
(iii) does not contain clean bedding and bathroom towels available for the Guest's use, or
(iv) has vermin or contains pets not disclosed on the listing.
Only a Guest can submit a claim for a Travel Issue. A Guest suffering a Travel Issue needs to submit a valid claim under this Policy. The Guest is required to notify SaffronStays of the Travel issue within 24 hours of start of the reservation via telephone. The Guest is required to provide all details and supporting including photographs or other evidence to support his claim. SaffronStays may require the Guest to provide additional information and the Guest agrees to provide such information and cooperate in resolution of the Travel Issue/ settlement of the claim.
The Guest should not have directly or indirectly caused the Travel Issue. The Guest also should have taken reasonable steps to try and remedy the circumstances of the Travel Issue prior to making such a claim.
A Guest, who has suffered a Travel Issue, has lodged a claim as per clause above and SaffronStays has agreed that the Travel Issue is genuine and entitled to a relief under this Policy, will either (i) receive full or part reimbursement of the Accommodation fees paid by the Guest, as determined bySaffronStays in our discretion, depending on the nature and extent of the Travel Issue suffered or (ii) on a best effort basis, be provided an alternative Listing by SaffronStays for any unused nights left in the Guest's reservation which in our discretion is reasonably comparable to the Listing described in the Guest's original reservation in terms of size, rooms, features and quality. All determinations of SaffronStays with respect to the Guest Refund Policy, including but not limited to the size of any refund, shall be final and binding on both, the Guests and Hosts.
If you are a Host, you are responsible for ensuring that the Listings you list on the Site meet minimum quality standards regarding access, adequacy of the description on the Site, safety, hygiene, cleanliness, and do not present a Guest with Travel Issues. Detailed guidelines on Host responsibilities and Minimum Quality standards are given under Host Service Assurance. During the 24-hour period following the Guest's check-in, Hosts should be available, or make a third-party available, in order to try, in good faith, to resolve the Travel Issue.
If you are a Host, and if (i) SaffronStays determines that a Guest has suffered a Travel Issue related to an Listing listed by you and (ii) SaffronStays either reimburses that Guest any amount up to the amount paid by the Guest through the Site for the Listing or provides an alternative Listing to the Guest, you agree to reimburse SaffronStays up to the amount paid by SaffronStays, including any additional amount incurred by SaffronStays/the Guest for such relocation, within 30 days of SaffronStays' request. All determinations of SaffronStays with respect to the Guest Refund Policy, including but not limited to the size of any refund to the Guest, shall be final and binding on the Guests and Hosts. You also agree that in order for you to reimburse SaffronStays, as above; SaffronStays may offset or reduce any amounts owed by SaffronStays to you by this amount. If the Guest remains for part or all of the stay despite the Travel Issue, the Guest will receive a refund, as determined by SaffronStays at its sole discretion, that will be deducted from the amount of the Accommodation Fees ultimately paid to you. If the Guest is relocated to an alternative Listing, you may lose part or whole of the Accommodation Fee payment for the booking and you may be responsible for reasonable additional costs incurred to relocate the Guest to the alternative Listing.
The rights of the Guests under the Guest Refund Policy supersede the cancellation policy established by a Host. If you dispute the Travel Issue you may notify us in writing guest@saffronstays.com or via telephone and provide us with information (including photographs or other evidence) disputing the claims regarding the Travel Issue within 24 hours of being notified of the Travel Issue. As a Host, you undertake to have used reasonable and good faith efforts to try to remedy the Travel Issue with the Guest prior to disputing the Travel Issue claim. You agree that all determinations of SaffronStays with respect to the Travel Issue shall be final and binding on the Guests and Hosts regardless of your submission of a dispute against such Travel Issue. The Host agrees that till such time as SaffronStays arrives at a final determination with respect to a Travel Issue, the payout to the Host will be kept in abeyance.
In the event of one or more Travel Issues from the same or different Guests, SaffronStays, in its sole discretion, may decide to take additional actions. These actions include, but are not limited to, negatively affecting your listing ranking, automated reviews indicating Travel Issues, cancelling future bookings, suspending or delisting the Listing or imposing penalties or fees for the administrative burden associated with the Travel Issues. You agree that all determinations of SaffronStays with respect to such decisions shall be final and binding on you regardless of your submission of a dispute against such Travel Issue(s).
(a) No Assignment/No Insurance. This Guest Refund Policy is not intended to constitute an offer to insure, does not constitute insurance or an insurance contract, does not take the place of insurance obtained or obtainable by the Guest, and the Guest has not paid any premium in respect of the Guest Refund Policy. The benefits provided under this Guest Refund Policy are not assignable or transferable by you.
(b) Modification or Termination. SaffronStays reserves the right to modify or terminate this Guest Refund Policy, at any time, in its sole discretion, and without prior notice. If SaffronStays modifies this Guest Refund Policy, we will post the modification on the Site or provide you with notice of the modification and SaffronStays will continue to process all claims for Travel Issues made prior to the effective date of the modification.
(c) Entire Agreement and Definitions. This Guest Refund Policy constitutes the entire and exclusive understanding and agreement between SaffronStays and you regarding the Guest Refund Policy and supersedes and replaces any and all prior oral or written understandings or agreements between SaffronStays and you regarding the Guest Refund Policy. Capitalized terms not otherwise defined herein shall have the meaning set forth in the SaffronStays Terms of Service.
(d) Controlling Law. This Guest Refund Policy will be interpreted in accordance with the laws of India.
(e) Limitation of Liability.IN NO EVENT WILL SAFFRONSTAYS'S AGGREGATE LIABILITY ARISING OUT OF OR IN CONNECTION WITH THIS SAFFRONSTAYS POLICY TERMS, EXCEED THE AMOUNT OF THE ACCOMODATION FEES COLLECTED BY SAFFRONSTAYS FROM THE GUEST.
YOU ACKNOWLEDGE AND AGREE THAT, BY POSTING A LISTING OR BOOKING A LISTING OR OTHERWISE USING THE SITE, SERVICES AS A HOST OR GUEST, YOU ARE INDICATING THAT YOU HAVE READ, AND THAT YOU UNDERSTAND AND AGREE TO BE BOUND BY THESE POLICY TERMS.
If you have any questions about the Guest Refund Policy, please contact SaffronStays at guest@saffronstays.com.
