These Terms & Conditions ("Terms") govern your use of the MUZA ROOMS website and services, including bookings of hotels, homestays, villas, resorts, holiday packages, cabs, tours and other listings. By using the site or making a booking you agree to these Terms. These Terms are an electronic record under the Information Technology Act, 2000 and the rules made thereunder, and do not require a physical or digital signature.
1. About us and our role
- MUZA ROOMS is an online travel platform that lists properties and travel services offered by independent hotels, homestay hosts, villa owners and service partners ("Listing Owners").
- Unless expressly stated, MUZA ROOMS acts as an intermediary/facilitator and is not the owner or operator of the listed properties. The contract for accommodation is between the guest and the Listing Owner.
- We operate in line with the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 and the Consumer Protection (E-Commerce) Rules, 2020.
2. Eligibility
- You must be at least 18 years old and competent to contract under the Indian Contract Act, 1872 to make a booking.
- You confirm that all information you provide is true, complete and current, and you are responsible for bookings made on behalf of other guests.
3. Bookings and confirmation
- A booking is confirmed only when you receive a booking ID and confirmation from MUZA ROOMS or the Listing Owner. Availability is subject to confirmation by the Listing Owner.
- Prices, room types, meal plans and inclusions shown at the time of booking apply. Images are indicative; actual rooms may vary slightly.
- If a property cannot honour a confirmed booking, we will try to offer a comparable alternative or a full refund of amounts paid.
4. Prices, taxes and payment
- All prices are in Indian Rupees (INR) unless stated otherwise. Goods and Services Tax (GST) and other applicable levies are charged as per the CGST/SGST/IGST Acts, 2017 and prevailing rates for accommodation services.
- Payments may be made online through our payment partner (Razorpay) using cards, UPI, net banking or wallets, or at the property where "Pay at property" is offered.
- Online payments are processed by RBI-regulated payment aggregators. MUZA ROOMS does not store your full card details.
- Any convenience fee, if applicable, will be shown clearly before you pay, as required by the Consumer Protection (E-Commerce) Rules, 2020.
5. Check-in requirements
- All guests must carry valid government-issued photo ID (Aadhaar, Passport, Driving Licence or Voter ID). PAN cards may not be accepted by all properties.
- Foreign nationals must present a valid passport and visa. Properties are required to submit Form C to the Foreigners Regional Registration Office (FRRO) under the Foreigners Act, 1946 and related rules.
- Properties may refuse check-in if valid ID is not produced, and local police verification rules may apply. Standard check-in/check-out times are set by each property.
- Some properties may not allow unmarried couples, local ID holders or guests below a certain age; such house rules are shown on the listing where provided.
6. Cancellations, modifications and refunds
- Cancellation and modification policies vary by listing and rate plan and are shown before booking. The policy shown at the time of booking applies.
- Unless otherwise stated: free cancellation up to 48 hours before check-in; 50% of the first night charged for cancellations within 48 hours; no refund for no-shows or early check-outs.
- Approved refunds are processed to the original payment method within 5–7 working days of approval; bank processing times may vary.
- Requests can be made through the My Bookings portal or by contacting our support team.
7. Guest conduct and property rules
- Guests must follow house rules, including rules on smoking, alcohol, pets, visitors, noise and occupancy limits.
- Guests are liable for any damage to property caused by them or their visitors. Properties may collect a refundable security deposit.
- Illegal activities, including possession of narcotics under the NDPS Act, 1985, are strictly prohibited and will be reported to authorities.
8. Terms for Listing Owners
- Listing Owners must hold all licences and registrations required to operate, including trade licence, local municipal/police permissions, FSSAI licence where food is served, fire safety NOC and GST registration where applicable.
- Homestay and villa owners must comply with applicable State tourism homestay/bed-and-breakfast scheme registrations.
- Owners must provide accurate descriptions, photos, prices, amenities and availability, and must honour confirmed bookings.
- Owners are responsible for guest registers, ID verification and Form C reporting for foreign nationals, and for compliance with tax obligations on their earnings.
- MUZA ROOMS may suspend or remove listings that are inaccurate, unsafe, unlawful or receive repeated genuine complaints.
9. Reviews and content
- Reviews must be genuine and based on actual stays. We may remove content that is false, abusive, defamatory, obscene or otherwise unlawful.
- All site content, logo and brand name MUZA ROOMS are our intellectual property and may not be copied without permission.
10. Limitation of liability
- Services at the property are provided by the Listing Owner. MUZA ROOMS is not liable for any deficiency in service, injury, loss or damage occurring at the property, except to the extent caused by our own negligence.
- Our total liability for any claim shall not exceed the amount paid by you to MUZA ROOMS for the relevant booking.
- We are not liable for delays or failure due to force majeure events such as natural disasters, pandemics, strikes, government orders or network failures.
11. Grievance redressal
- In accordance with the Consumer Protection Act, 2019 and the IT Rules, 2021, you may contact our Grievance Officer at support@muzarooms.com.
- We will acknowledge complaints within 48 hours and aim to resolve them within one month of receipt.
- You may also approach the National Consumer Helpline (1915) or the appropriate Consumer Commission.
12. Governing law and jurisdiction
- These Terms are governed by the laws of India. Subject to your rights under consumer protection law, courts in Mumbai, Maharashtra shall have exclusive jurisdiction.
- We may update these Terms from time to time. The updated version will be posted on this page with a revised date.