Guest Terms & Travel Regulations

These Guest Terms & Travel Regulations (the “Guest Terms”) apply to every Guest who searches, enquires about, reserves, books, pays for, checks into, stays at, or uses any Stay or Add-On Service through PaulStays — and to every person travelling with that Guest.

PaulStays is a brand of BREAKBAG HOLIDAYS PRIVATE LIMITED (CIN: U63090WB2015PTC208218; GSTIN: 19AAGCB4757N1Z1), a company incorporated in 2015 under the Companies Act, 2013 and headquartered at Kolkata, West Bengal, India. Through PaulStays, travellers discover and book verified homestays, boutique villas, mountain retreats, heritage homes, forest cottages, riverside cottages, community stays and local guesthouses across North East India, Bhutan and other selected destinations.

By making an enquiry or confirming a Booking as a Guest, you agree to these Guest Terms, together with the PaulStays Terms and Conditions, the Privacy Policy, the Cancellation and Refund Policy, your booking confirmation, the property rules, the destination’s travel and entry regulations, and any other policy communicated to you before or during your Booking.

2.1 These Guest Terms form part of the PaulStays User Agreement and must be read together with:

• the PaulStays Terms and Conditions;
• the PaulStays Privacy Policy;
• the PaulStays Cancellation and Refund Policy;
• your booking confirmation, voucher, invoice or itinerary;
• the property-specific house rules;
• the destination-specific travel, entry and permit rules; and
• any written instruction shared by PaulStays or by the Host before check-in.

2.2 Order of precedence. Where there is a conflict:

• the booking confirmation prevails for booking-specific commercial details — dates, guest count, tariff, unit or room type and inclusions;
• the Cancellation and Refund Policy prevails for cancellation, refund, rescheduling, no-show and early check-out matters;
• the property-specific rules prevail for check-in, occupancy, conduct, pets, food, smoking, alcohol, local ID, accessibility, kitchen access and other stay-level restrictions;
• these Guest Terms prevail on Guest-specific matters not covered above; and
• the Terms and Conditions prevail on everything else.

2.3 Words defined in the Terms and Conditions — including Guest, Host, User, Listing, Booking, Booking Amount, Stay, Add-On Services, Service Fee and Applicable Law — carry the same meaning in these Guest Terms.

3.1 PaulStays is an intermediary, marketplace and booking facilitator. We assist with discovery, listing presentation, booking coordination, payment collection, communication, customer support, local recommendations and post-booking assistance.

3.2 Unless expressly stated in writing, PaulStays does not own, lease, build, operate, inspect, control or manage any Stay booked through the Platform. The Stay is provided by the independent Host, who is responsible for the property itself, the hospitality, cleanliness, safety, legality, licensing, guest handling, house rules and service delivery.

3.3 A confirmed Booking creates a direct stay arrangement between you and the Host. PaulStays is not a party to it, and is not a hotel, lodging house or accommodation operator.

3.4 We do not guarantee the availability, quality, safety, legality or suitability of any property, Host or Add-On Service. Except to the limited extent of our facilitation role, and except where our own proven negligence has caused you loss, a claim arising from your Stay lies against the Host. Sections 18 and 19 set out the limits of our responsibility.

3.5 That said, where something goes materially wrong with a Stay we have booked for you, Section 13 sets out exactly what we will do about it.

4.1 To make a Booking you must be at least eighteen (18) years of age and legally capable of entering into a binding contract under the Indian Contract Act, 1872 or the corresponding law of your jurisdiction.

4.2 If you book on behalf of a family, group, company, travel agency, institution, school or any other person, you confirm that you are authorised to do so and that you accept these Guest Terms on behalf of every accompanying Guest.

4.3 The primary Guest is responsible for the conduct, documents, permits, payments, damage, rule violations and obligations of every person included in the Booking. This is not a formality — if a member of your party damages a heritage property or arrives without a valid permit, the consequence falls on you.

4.4 The primary Guest must be an adult and must be physically present at check-in. A Booking cannot be made in the name of a minor, and a minor cannot check in unaccompanied. Minors may travel only in the company of a parent, lawful guardian or responsible adult Guest, who remains responsible for them throughout the Stay.

4.5 PaulStays may reject, cancel, suspend or restrict a Booking where a Guest is underage, unauthorised, misrepresenting information, acting unlawfully, violating property rules, or creating a risk to PaulStays, the Host, other Guests or the local community.

5.1 You must provide accurate, complete and current information at the time of enquiry, Booking, payment and check-in. This may include:

• full name, exactly as it appears on your identity document;
• mobile number and email address;
• travel dates and the number of guests;
• the age of any child or infant travelling with you;
• government-issued photo identity details;
• passport and visa details, for foreign nationals;
• permit-related details, for restricted or protected regions;
• GST billing details, where you require a GST invoice;
• special requests, dietary needs or accessibility requirements; and
• emergency contact details, where requested.

5.2 Incorrect, incomplete or false information may result in cancellation of your Booking, refusal of check-in, refund delay, permit rejection, payment failure or legal consequences. PaulStays shall not be responsible for any loss arising from wrong information supplied by you.

5.3 The name on your Booking must match the name on your identity document and on any permit. A mismatch is a common cause of refusal at a check-post — please check it carefully.

6.1 Booking flows

• Request-based booking. Some Stays require the Host's confirmation. Your enquiry or booking request is not a confirmed Booking until PaulStays or the Host confirms availability and the required payment is received or accepted. You may withdraw the request before it is accepted, at no cost.
• Instant or pre-confirmed booking. Some Stays confirm immediately. Even then, the Booking remains subject to successful payment, correct guest details, the house rules, any permit requirement and these Guest Terms.
• Advance or part payment. For certain properties, seasons or group sizes, we may confirm on receipt of a stated advance, with the balance due by a stated date or at check-in.
• Pay at property. Where the Host expressly permits, you reserve through PaulStays and settle all or part of the amount directly with the Host at check-in, on the Host's terms.
• Assisted booking. We may assist you through the website, app, WhatsApp, telephone, email or an offline support channel. A Booking made this way is governed by these Guest Terms and the Terms and Conditions in exactly the same way.

6.2 An enquiry is not a Booking

Searching, enquiring, saving a Listing or receiving a quotation reserves nothing. Availability and price are held only once the Booking is confirmed. Until then, both may change.

6.3 Your booking confirmation

A Booking is confirmed only when you receive a confirmation, voucher, invoice, itinerary, email, WhatsApp message or app notification from PaulStays. You must review it immediately. Any error in the name, dates, property, unit type, guest count, meal plan, inclusions or payment must be reported to us within twenty-four (24) hours of receipt. If you do not, the details in the confirmation will be treated as accepted.

6.4 Keep communication on the Platform

All booking-related communication should be conducted through PaulStays. We can only help with what we can see. We are not responsible for any arrangement, promise, discount or assurance made to you by a Host outside the Platform, and we cannot mediate or refund in respect of it.

7.1 Before confirming any Booking, you must carefully review:

• the property description, photographs and category of Stay;
• the exact location, accessibility and road condition;
• the unit or room type, and the maximum permitted occupancy;
• the check-in and check-out timings;
• the meal plan, and what is included and excluded;
• any Add-On Services you intend to use;
• the property rules — including the pet policy, couple policy, local-ID policy, smoking and alcohol policy, kitchen access and curfew or village timings;
• the cancellation and refund terms applicable to that Listing;
• the permit, visa and travel-regulation requirements for the destination; and
• whether the Stay is genuinely suitable for elderly guests, infants, pregnant travellers, disabled guests or anyone in your party with a health condition.

7.2 By confirming a Booking, you confirm that you have checked all of the above and are satisfied with the nature, category, style and location of the Stay.

8.1 The total payable may include the Stay tariff, applicable taxes, the Service Fee, payment gateway charges, a convenience fee, Add-On Service charges, government fees, permit charges and any other disclosed charge. You will always be shown the total before you confirm.

8.2 Payment may be made through a payment gateway, UPI, bank transfer, card, wallet, payment link or any other mode approved by PaulStays. You must use only payment credentials you are lawfully entitled to use.

8.3 PaulStays does not collect or store your full card number, CVV, UPI PIN or net-banking password — these go directly to the payment partner. We shall not be responsible for fraud, failed payment, unauthorised card use, a wrong UPI transfer, a chargeback, a bank delay or a payment gateway failure.

8.4 If payment is incomplete, reversed, disputed or not received within the required timeline, we may cancel, hold or release the Booking without liability.

8.5 GST and any other applicable tax, cess or levy will be charged in accordance with Applicable Law. Where you require a GST invoice in a company name, you must provide the GSTIN and billing details at the time of booking — an invoice cannot be revised after it has been issued.

8.6 Prices vary legitimately with season, demand, occupancy, festivals and local events. Where a manifest pricing error, system glitch or typographical mistake produces an obviously wrong price, we may cancel or correct the Booking, and you will receive a full refund or the option to proceed at the corrected price. We are not bound to honour an obviously erroneous price.

9.1 You must not bypass PaulStays to transact directly with a Host after discovering the property through us.

9.2 Any direct payment, cash settlement, private discount, unauthorised extension, direct future booking or other off-platform arrangement made between a Guest and a Host falls entirely outside PaulStays’ protection and support. We shall not be responsible for any refund failure, fraud, property issue, service failure, dispute, damage, cancellation or loss arising from it.

9.3 Attempting to bypass the Platform may result in cancellation of your Booking, suspension of your account, denial of support, legal action, and exclusion from future Bookings.

10.1 You are a guest in someone’s property and, very often, in someone’s home and community. You must behave lawfully, respectfully and considerately throughout your Stay.

10.2 You will:

• comply with Applicable Law, the property rules and the reasonable instructions of the Host;
• respect the Host, their family, their staff, the neighbours and the local community;
• respect local customs, religious sensitivities, tribal and community norms, dress conventions and sacred or restricted sites;
• maintain peace and cleanliness, and keep noise within reasonable limits, particularly at night;
• use the property only for lawful stay purposes, and use its amenities responsibly;
• take reasonable care of the property, its contents and its grounds;
• supervise any minor in your party at all times — around water, fire, heights, kitchens, staircases, roads and animals;
• follow environmental and community guidelines, dispose of waste responsibly, and avoid single-use plastics where asked;
• cooperate fully with identity verification and check-in formalities; and
• inform the Host and PaulStays promptly and honestly of any damage, fault, breakage or safety concern.

10.3 You will not:

• use the property for any illegal, unauthorised or commercial purpose;
• carry, consume, possess or supply illegal drugs or prohibited substances;
• engage in gambling, trafficking, prostitution, violence or any weapons-related activity;
• host unauthorised parties, events or gatherings;
• conduct a commercial photography or film shoot without prior written approval;
• allow unregistered visitors to stay overnight;
• smoke, vape, consume alcohol, cook or bring a pet where the house rules prohibit it;
• light a fire, bonfire, candle or firecracker other than where the Host expressly permits it;
• damage, vandalise, misuse or remove any item from the property;
• harass, threaten, abuse, defame or discriminate against anyone;
• disturb the neighbours or the local residents; or
• photograph, record or publish any person — the Host, their family, or a local resident — without their consent.

10.4 Consequences of a serious breach

A serious violation may result in immediate eviction from the property; cancellation of the remaining nights and any future Bookings without refund; recovery of damages, penalties and losses, including by adjustment against amounts you have paid; suspension or permanent termination of your account; reporting to the police or other authorities; and any other legal action available.

11.1 At check-in you may be required to produce

• an original, valid, government-issued photo identity document for every adult Guest;
• a valid passport and visa, for every foreign national;
• any permit required for the destination;
• your booking confirmation;
• a security deposit, where the Listing states that one applies;
• the details of every accompanying Guest; and
• any declaration required by law or by the property’s policy.

A photocopy, a photograph on a phone, an expired document, or a document in a different name may lawfully be refused.

11.2 Grounds on which a Host may lawfully refuse check-in

A Host may refuse to check you in — and, where the refusal arises from Guest fault, the Booking may be treated as a no-show with no refund payable — where you or any member of your party:

• cannot produce valid identification, or the identification does not match the Booking;
• arrive without a required permit or entry document;
• arrive in a number exceeding the confirmed guest count, without prior written approval;
• are visibly intoxicated, under the influence of a prohibited substance, or behaving aggressively, abusively or threateningly;
• attempt any unlawful activity;
• refuse to follow the house rules that were disclosed on the Listing;
• made the Booking using false information; or
• cannot lawfully be accommodated under local law or a government restriction.

11.3 Timings

Standard check-in and check-out times are stated on the Listing and in your booking confirmation. Early check-in and late check-out are never guaranteed; they depend on availability on the day and on the Host’s agreement, and may be chargeable. Please tell the Host your expected arrival time — in many of our destinations roads are unlit, and arrival after dark can be unsafe.

11.4 Before you leave

Return all keys, access cards and remote controls; collect your belongings; settle any unpaid charge; report any damage or breakage; and leave the property in a reasonable condition.

Neither PaulStays nor the Host is responsible for items left behind after check-out. We will ask the Host to look, but retrieval, courier and storage are at your cost and risk, and recovery cannot be guaranteed.

11.5 Occupancy, visitors and extra guests

Your Booking is valid only for the number of guests confirmed. Extra guests, day visitors, drivers, staff, children, pets and overnight occupants are not permitted unless approved in writing by PaulStays or the Host, and may attract an additional charge — for extra bedding, meals, driver or staff accommodation, or a pet stay.

If you exceed the permitted occupancy without approval, the Host may refuse check-in, charge extra, terminate the Stay, or require you to vacate, in each case without refund.

12.1 You must take reasonable care of the Stay and its contents. Ordinary wear and tear is expected and is not chargeable. But you will be liable for:

• damage to furniture, fixtures, linen, electronics, glassware, appliances or heritage elements;
• missing items;
• stains, burns or smoking damage;
• cleaning required far beyond the normal;
• damage caused by a pet, a visitor, or any member of your party;
• loss of keys, remotes or access devices;
• any fine imposed as a result of a rule violation; and
• any community or neighbourhood complaint caused by your conduct.

12.2 In a heritage or handcrafted property, a damaged item often cannot simply be replaced from a shop. The cost of restoring it may be substantially higher than the cost of a comparable modern item, and you will be liable for that actual cost.

12.3 Some properties collect a refundable security deposit at or before check-in. Where one applies, this is disclosed on the Listing. It is collected and returned by the Host, not by PaulStays, subject to inspection and settlement of dues. Where the damage exceeds the deposit, you must pay the balance.

12.4 A Host may raise a damage claim with us. We will ask for evidence — photographs, an inventory, a repair estimate or an invoice — and will give you a fair opportunity to respond before making any determination. Where a claim is substantiated, PaulStays may facilitate recovery on the Host’s behalf, including by adjustment against amounts paid through the Platform. PaulStays does not absorb Guest-caused damage.

12.5 Your belongings are your responsibility. Neither PaulStays nor the Host is responsible for the loss, theft or damage of your cash, jewellery, electronics, documents, luggage or other personal belongings, except where caused by proven wilful misconduct. Many of our properties are open, rural family homes without safes or locked storage. Carry your valuables with you.

13.1 Tell us within 24 hours. If the property is unsafe, uninhabitable or materially different from the Listing, you must report it to PaulStays — through the Platform, at support@paulstays.com, or on +91-7699002674 — within twenty-four (24) hours of check-in, with reasonable supporting evidence such as photographs, video, messages, bills or location proof. Please raise it with the Host at the same time, since many issues can be fixed on the spot.

13.2 If you do not report a material issue within that window, you will be treated as having accepted the property as satisfactory, and a refund will not ordinarily be available. Reporting only after check-out, or only through a public review, is not a substitute for telling us during the Stay, when we still have the ability to act.

13.3 What counts as a serious issue

• the property is materially different from what was confirmed, or the location is materially incorrect;
• the booked unit is unavailable, or the property does not exist;
• access is denied — the Host does not provide entry at the agreed time, is unreachable, and access is not arranged within a reasonable period;
• there is no functioning lock on the entrance, or a genuine failure of basic security;
• there is major structural danger, exposed live wiring, or a gas leak;
• there is no electricity or running water because of a property-level failure — not a general local outage;
• there is a severe and active pest or vermin infestation;
• the property is not reasonably habitable, or sanitary conditions make it genuinely unusable; or
• the Host refuses a confirmed inclusion without valid reason.

13.4 What does not create a refund right

• minor cleanliness issues that the Host can and does put right;
• subjective dissatisfaction with the location, view, surroundings, décor or neighbours;
• weather, road condition, local noise or the general character of the area;
• limited mobile network, limited food choice, or other remote-location limitations described in Section 14;
• the absence of an amenity that was never promised in the Listing;
• a change of mind or a change of plan; or
• any issue caused by you, your party, or your own negligence.

13.5 How we will handle it

On receiving a report, we will contact the Host, put the issue to them, and give them a reasonable opportunity to resolve it. We may ask you for further evidence. If it is resolved to a reasonable standard, the Booking continues. If it is not resolved within a reasonable time, we may — depending on severity and on what is practicable in the destination — arrange a comparable alternative Stay, approve a partial refund for the affected nights, approve a full refund, offer a credit note, or take such other step as is fair, in accordance with the Cancellation and Refund Policy.

13.6 Acting as a facilitator on the evidence available, PaulStays will make a determination that is fair to both Guest and Host. Our determination is final as between us and you. It does not affect any right you may have directly against the Host, or any right available to you under the Consumer Protection Act, 2019.

14.1 Many PaulStays properties are located in hills, forests, valleys, villages, border regions, community areas and remote destinations. They are the opposite of standardised city hotels — that is precisely their value, and it is also what you must be prepared for.

14.2 By booking a Stay of this kind, you acknowledge and accept that the following may be limited, seasonal, intermittent or unavailable:

• mobile network and Wi-Fi;
• mains electricity and power backup;
• hot water, heating and cooling;
• room service and housekeeping;
• food variety, choice of cuisine and dining times — food is often home-cooked and seasonal;
• road access, public transport and late-night movement;
• ATMs, fuel, pharmacies and delivery services;
• medical facilities, which may be a considerable distance away; and
• luxury amenities of any kind.

14.3 You further accept that: roads may be unsealed, narrow, steep or seasonally damaged, and the final approach to a property may require a walk, a climb or a four-wheel-drive vehicle; forest, riverside, farm and mountain properties are shared with the natural world, and insects, birds, monkeys, livestock and other wildlife may be present; heritage and traditional homes may have uneven floors, steep or narrow staircases, low doorways, thin walls and wood-fired water heating; and some properties are family homes in which the Host and their family live, so the atmosphere, routines and privacy will differ from a hotel.

14.4 Booking an experiential Stay means accepting the reasonable local limitations connected with the destination, its geography, its infrastructure and its community setting. These characteristics are inherent to the kind of travel PaulStays exists to enable. They do not, by themselves, constitute a deficiency in service, and they are not grounds for a refund.

15.1 You may request Add-On Services such as meals, sightseeing, local transfers, hiking, cultural experiences, bonfires, village walks, farm visits, permits, guide services, driver support or other local activities.

15.2 Unless expressly stated otherwise, Add-On Services are provided by the Host or by independent local vendors, guides, drivers, community partners or other third-party providers — not by PaulStays. We may coordinate such services, but we do not guarantee their timing, safety, availability, quality, or the conduct or fitness of any provider.

15.3 Outdoor and local experiences may involve physical risk, route changes, weather dependency, roadblocks, local restrictions, altitude, wildlife areas and difficult terrain. You participate at your own discretion and risk. You must assess your own fitness for any activity, follow all safety instructions, and use any safety equipment provided.

16.1 You are solely responsible for checking and complying with every travel, identity, visa, passport, permit, route, border, police, tourism, forest, wildlife, protected-area and local entry requirement applicable to your destination and to every person in your party.

16.2 PaulStays may share general information or assist with coordination. Such assistance does not guarantee permit approval, entry approval, route clearance or government permission, and does not transfer the responsibility from you to us.

16.3 Permit rules change without notice. The guidance in Sections 17 and 18 is provided for general orientation only and is correct to the best of our knowledge as at the Effective Date. Official government portals, tourism departments, district authorities, immigration authorities, the Ministry of Home Affairs and the local administration prevail over anything stated by PaulStays. You must verify the current position from official sources before you travel.

16.4 Apply for permits well in advance. Carry original identity documents. Keep both digital and printed copies — many check-posts will not accept a permit on a phone screen. Ensure the name on the permit exactly matches the name on your identity document and on your Booking.

17.1 The table below summarises the position as at the Effective Date. It is guidance only, and must be verified from official sources before travel.

17.2 Additional points that apply across the region

• An ILP or PAP grants entry to a State or area. It is not a substitute for any separate permit required for a national park, wildlife sanctuary, forest reserve, cave, waterfall, tribal village or eco-sensitive zone.
• Even inside an ILP State, certain border areas and high-altitude passes require additional military or district permission, which is granted locally and may be refused on the day for security or weather reasons.
• In Arunachal Pradesh, your permit must cover every district you intend to visit. Plan your route before you apply.
• Vehicle and route permits may restrict the type of vehicle, the timing of travel, or require a registered local driver.
• Requirements for foreign nationals were tightened in December 2024 in relation to certain North East States. Foreign Guests must verify the current position, and must not assume that a permit can be obtained on arrival.
• A booking with PaulStays does not, in itself, grant any entry permission. Your Stay booking and your permit are two entirely separate things.

17.3 PaulStays shall not be liable where a Guest is denied entry, stopped at a check gate, delayed, fined, required to change route, or unable to reach a property, owing to a missing, incorrect, expired or rejected permit.

18.1 Bhutan has its own entry, tourism, permit and fee rules, governed by Bhutanese law and administered by Bhutanese authorities. Indian law and Indian permits have no application there.

18.2 These figures are indicative and are set by the Royal Government of Bhutan. They may be revised, withdrawn or replaced at any time without notice to PaulStays. You must verify the current SDF, permit and entry position from an official Bhutanese source, or from the Consulate General of India at Phuentsholing, before you travel.

18.3 Travelling to Bhutan, you must carry a valid passport or accepted identity document, your entry permit, your confirmed stay details, proof of SDF payment where applicable, travel insurance where advisable, and any other document required by the Bhutanese authorities.

18.4 PaulStays may assist with a stay booking or with coordination in Bhutan. We do not, and cannot, guarantee Bhutan entry approval, permit approval, immigration clearance, route approval, an SDF exemption, vehicle permission or any other government clearance.

18.5 Any change in Bhutanese government policy — to the SDF, permit requirements, entry conditions, tourism rules, border rules or local regulations — may affect the cost, route, availability or viability of your Booking. Where it does, PaulStays shall not be liable, and any refund shall be governed by the Cancellation and Refund Policy and by what the Host and local suppliers are contractually able to release.

19.1 Foreign nationals, OCI cardholders and other non-Indian travellers are subject to additional requirements in North East India, Sikkim, Bhutan and border regions. Under the Foreigners (Protected Areas) Order, 1958 and related law, a foreigner wishing to enter or stay in a protected or restricted area must obtain a special permit from the competent authority.

19.2 If you are a foreign national or an OCI cardholder, you must independently verify, before booking and again before travelling:

• the validity of your visa and passport, and whether your visa type permits entry to the specific area;
• PAP or RAP requirements for each State and circuit on your route;
• police, FRRO or FRO registration requirements, and the timeframe within which registration must be completed after arrival;
• permitted routes and entry points — an e-visa may not be valid at every entry point or for every restricted area;
• group-travel rules, since some permits are issued only to groups of two or more;
• restricted village, forest and border access;
• stay-registration and Form C reporting requirements, which your Host is legally obliged to complete; and
• Bhutan entry, visa and SDF rules, where Bhutan forms part of your journey.

19.3 Nationals of certain countries require prior approval from the Ministry of Home Affairs before entering particular States or protected areas. If this may apply to you, allow substantially more time, and verify the position directly with the competent authority.

19.4 PaulStays shall not be responsible for any denial, delay, fine, deportation, route restriction, cancellation or loss arising from a missing, incorrect, expired or rejected document, or from any decision of an immigration, police, customs or tourism authority in India, Bhutan or elsewhere.

20.1 Unless your booking confirmation expressly states otherwise, the following are NOT included in your Booking Amount and are payable by you separately: permit and permit-processing fees; visa fees; the Bhutan Sustainable Development Fee; national park, sanctuary, monument and heritage-site entry fees; camera and drone fees; guide charges; local taxes and levies; and any government charge introduced or increased after your Booking was confirmed.

20.2 Where, as a courtesy and at your request, PaulStays assists with information about a permit or helps coordinate an application through a local partner:

• we act only as a facilitator, and we do not become responsible for the outcome;
• you remain responsible for supplying accurate, complete and truthful information and valid documents, on time;
• any fee charged by a government authority or a processing agent is payable by you and is generally non-refundable, even if the permit is ultimately refused; and
• we do not, and cannot, guarantee that any permit, visa or entry approval will be granted.

20.3 If a permit or entry is refused. The grant, refusal, delay, suspension or revocation of any permit, visa or entry approval is entirely a matter for the government authority concerned. Where you are refused a permit, refused entry at a check-post or border, or are unable to reach a property for want of a document, the Booking will be treated in accordance with the Cancellation and Refund Policy. The Host may still be entitled to payment for the nights held for you. Where the refusal arises from information you supplied that was wrong, incomplete or false, no refund will be payable.

21.1 You are responsible for assessing your own health, fitness and suitability — and that of every member of your party — before booking any Stay or local experience. This matters particularly for:

• high-altitude destinations, where altitude sickness is a real risk;
• remote villages, forest stays and properties reached only on foot;
• trekking and hiking routes;
• long journeys on winding mountain roads;
• river, lake and waterfall areas;
• elderly travellers, infants and young children;
• pregnant travellers; and
• anyone with a heart, respiratory, mobility or other medical condition.

21.2 Carry your own medicines, prescriptions, health records and emergency contact details. Pharmacies may be far away, and a specific medication may not be available locally.

21.3 PaulStays does not provide medical advice and is not responsible for any health complication arising during your travel or Stay. If you are in any doubt, take medical advice before you book.

22.1 PaulStays shall not be liable for any loss that could reasonably have been covered by travel insurance — including medical costs, emergency evacuation, transport changes, missed connections, lost baggage, permit failure or trip interruption.

23.1 Cancellations, refunds, rescheduling, no-shows and early check-outs are governed by the PaulStays Cancellation and Refund Policy, read together with the property-specific terms applicable to your Booking. You must review those terms before you pay.

23.2 Different properties carry different terms — flexible, moderate, strict, non-refundable, peak-season, festival, group or long-stay. The terms displayed on the Listing at the time of your Booking are the ones that apply.

23.3 Service Fees, convenience fees, payment gateway charges, permit fees, documentation charges and the value of any service already consumed may be non-refundable, unless the Cancellation and Refund Policy provides otherwise or Applicable Law requires otherwise.

23.4 You may be treated as a no-show if you

• do not arrive on the scheduled check-in date;
• arrive without valid identification;
• arrive without a required permit or entry document;
• arrive with more guests than approved;
• refuse to follow the house rules;
• are lawfully denied entry on grounds of unlawful conduct or intoxication; or
• fail to communicate a delay within a reasonable time.

23.5 No refund is guaranteed for a no-show, an early departure, unused nights, unused meals, unused Add-On Services or unused permits, unless the applicable Cancellation and Refund Policy expressly allows it.

23.6 Where a Host cancels a confirmed Booking without valid reason, we will make reasonable efforts to move you to a comparable alternative, or to refund you under the Cancellation and Refund Policy. We may also penalise, suppress, delist or suspend that Host.

24.1 A Force Majeure Event means any event beyond reasonable control — including a landslide, flood, cloudburst, earthquake, storm, fire, epidemic or pandemic, road or border closure, strike or bandh, civil unrest, war, terrorism, insurgency, government order, curfew, permit revocation, transport disruption, power or telecom failure, extreme weather or local protest.

24.2 PaulStays shall not be liable for any failure, delay, cancellation, route change or service disruption caused by a Force Majeure Event. Neither shall the Host, to the extent the Event genuinely prevents them from receiving you.

24.3 Where a Force Majeure Event affects your Stay

We will act reasonably and, wherever we can, will seek to arrange an alternative Stay, a rescheduling or a credit note. Where a refund is appropriate, it will be assessed as follows:

• where you are unable to check in at all because of the Event, a full or substantial refund may be approved, subject to verification and to what the Host and local suppliers are contractually able to release;
• where the Event occurs after your Stay has begun, the Host remains entitled to payment for the nights already used, and any refund will relate only to the unused nights actually prevented by the Event; and
• in a verified Force Majeure Event, the PaulStays Service Fee is refundable.

24.4 We may ask you for reasonable supporting evidence — a government notification, a travel advisory, a news report, an airline or railway cancellation notice, a district administration or police order, or a medical certificate. All determinations relating to a Force Majeure Event, including eligibility and the sufficiency of evidence, will be made by PaulStays reasonably and in good faith on the evidence available.

24.5 A Force Majeure Event affecting your onward or return travel, or occurring at your place of origin, does not automatically entitle you to a refund of a Stay that the Host remains ready and able to provide. This is precisely the risk that travel insurance is designed to cover.

24.6 No compensation beyond what the Cancellation and Refund Policy provides shall be payable, unless Applicable Law requires it.

25.1 You must follow the safety instructions given by the Host, by PaulStays, by a local guide or driver, and by any village, forest or government authority.

25.2 You must not

• enter a restricted, protected or prohibited area;
• swim in an unfamiliar river, lake or waterfall;
• trek without a guide where a guide is required;
• drive on a restricted road without permission, or drive after consuming alcohol;
• ignore a weather, landslide or road-closure alert;
• enter a forest or wildlife zone without approval, or approach wildlife; or
• disrespect a religious, cultural, sacred or community space.

25.3 In an emergency, contact the local emergency services and your Host first. Then inform PaulStays on +91-7699002674 so that we can assist with coordination where we are able.

25.4 PaulStays is not an emergency response agency. We will do what we reasonably can, but we cannot guarantee the availability, speed or quality of medical care, rescue or evacuation in a remote area, and we do not bear the cost of it.

26.1 You may receive the Host’s contact details, the property location and other stay-related information for the limited purpose of completing your Booking and your Stay.

26.2 You must not misuse that information. In particular, you must not publish the Host’s private contact details or address; record a conversation without consent; harass or repeatedly contact the Host outside the purpose of the Stay; use the information for marketing or any unrelated communication; or share the property location for any illegal or unauthorised purpose.

26.3 Personal information collected from you is handled in accordance with the PaulStays Privacy Policy. Section 11 of that Policy sets out the confidentiality obligations that bind both Guests and Hosts.

27.1 We invite honest reviews. Please base them on your actual experience, be fair to a small Host, and remember Section 14 — the characteristics inherent to a homestay or a remote property are not defects.

27.2 You must not post: a false, paid or manipulated review; abusive or defamatory content; private contact details or identity documents; an image of another person without their consent; or illegal, hateful or obscene content.

27.3 We may remove or moderate any review or content that breaches this policy, Applicable Law, privacy or platform integrity. We do not remove a genuine negative review merely because a Host objects to it.

27.4 By submitting a review, photograph or other content, you grant PaulStays the licence set out in the Terms and Conditions to use it for operating, improving, promoting and marketing the Platform.

28.1 You may use the Platform only for lawful browsing, enquiry, booking, review and stay-related purposes.

28.2 You must not copy, scrape, download, reproduce, mirror, misuse or commercially exploit any PaulStays content, photograph, Listing, pricing data, property database, software, brand name, logo, design or review. Unauthorised use may result in suspension of your account and legal action.

29.1 Any claim relating to your accommodation — its safety, quality, condition, cleanliness or the service provided at it — lies directly against the Host, and not against PaulStays, except to the limited extent of our facilitation role.

29.2 To the maximum extent permitted by Applicable Law, neither PaulStays nor BREAKBAG HOLIDAYS PRIVATE LIMITED nor its directors, officers, employees, consultants, partners, vendors or representatives shall be liable for any indirect, incidental, special, punitive, exemplary or consequential loss — including loss of profit, loss of enjoyment, travel disappointment, missed plans, missed connections, loss of data or reputational harm.

29.3 Without limiting the foregoing, PaulStays shall not be liable for:

• the acts, omissions, negligence or misconduct of any Host, driver, guide, vendor, community partner or other Guest;
• the condition of any property, except to the limited extent of our facilitation role;
• injury, illness, death, theft or loss of property, except where directly caused by our own proven negligence;
• incorrect or misleading information supplied by a Guest or a Host;
• a lawful refusal of check-in on any ground set out in Clause 11.2;
• the refusal, delay, revocation or non-grant of any permit, visa, entry approval or government clearance;
• a landslide, roadblock, strike, bandh, weather event, border closure, government order or other Force Majeure Event;
• a payment gateway failure, bank delay, failed transaction or chargeback;
• any loss arising from an off-platform payment or a direct arrangement between you and a Host; or
• subjective dissatisfaction, where the Stay materially matches the Booking.

29.4 Where liability cannot lawfully be excluded, the total aggregate liability of PaulStays and its Personnel to you for all claims arising out of or relating to a Booking — whether in contract, tort, statute or otherwise — shall not exceed the total Service Fee actually received and retained by PaulStays in respect of that Booking.

29.5 Nothing in these Guest Terms excludes or limits any liability that cannot lawfully be excluded, including any right available to you as a consumer under the Consumer Protection Act, 2019.

30.1 You agree to indemnify, defend and hold harmless PaulStays, BREAKBAG HOLIDAYS PRIVATE LIMITED and its Personnel from and against any and all Losses arising out of or in connection with:

• your breach of these Guest Terms or of any policy forming part of the User Agreement;
• your violation of Applicable Law, including permit, immigration, tax and local regulations;
• false, misleading or incomplete information, or any fake document, provided by you;
• damage to any property caused by you or by any member of your party;
• injury or loss caused by your conduct;
• your misuse of the Platform;
• any off-platform transaction you initiate;
• any permit, visa, identity or travel-regulation failure on your part;
• your misuse of Host or third-party information; and
• any illegal or unsafe activity during your Stay.

30.2 This obligation survives the completion, cancellation or termination of your Booking and the closure of your account. We will notify you of any claim to which it applies, and you agree to provide reasonable assistance at your own cost. We reserve the right to assume the exclusive defence and control of any such matter, in which case you agree to cooperate fully.

31.1 PaulStays may suspend or restrict your account, cancel a Booking, deny support, withhold a refund, or exclude you from future Bookings, where you:

• provide false information or use a fake document;
• engage in abusive, threatening or harassing conduct towards a Host, their family, their staff, or our team;
• cause damage to a property;
• attempt fraud or abuse the chargeback process;
• violate the house rules or these Guest Terms;
• attempt to bypass the Platform;
• engage in illegal activity; or
• create a safety, legal or reputational risk.

31.2 We may report serious misconduct to the appropriate authorities. Any obligation you have already incurred — in relation to a confirmed Booking, a payment, a damage claim, an indemnity or a dispute — survives.

32.1 For booking support, complaints, travel-regulation concerns, refund queries, property issues or legal notices, please contact us. We follow a three-stage escalation: first-level support, supervisory review, then the Grievance Officer.

PaulStays Customer Support

Grievance Officer

32.2 We will acknowledge a grievance within twenty-four (24) hours of receipt and will make reasonable efforts to resolve it within fifteen (15) days, or within such shorter timeline as Applicable Law may require.

32.3 Before commencing any formal legal proceeding, you agree first to attempt to resolve the matter through our support and grievance mechanism in good faith.

33.1 Governing law and jurisdiction

These Guest Terms, and all Bookings, payments, Stays, disputes and relationships arising through the Platform, are governed by the laws of India. Subject to the grievance mechanism in Section 32, and to any mandatory consumer forum available to you under the Consumer Protection Act, 2019, the courts at Kolkata, West Bengal, India shall have exclusive jurisdiction. Nothing in this clause limits our right to seek interim or injunctive relief from any court of competent jurisdiction.

33.2 Stays outside India

For a Stay located outside India, including in Bhutan, you must additionally comply with the local law of that destination. Nothing in these Guest Terms deprives you of any protection afforded by the mandatory law of the country in which the Stay is located.

33.3 Changes to these Guest Terms

We may update or replace these Guest Terms from time to time — to reflect changes in law, travel regulations, permit rules, platform processes, safety requirements or operational needs. The revised version will be published on the Platform with a new Effective Date, and where changes are material we will endeavour to notify you.

A Booking already confirmed before a revision will generally continue to be governed by the version in force at the time of that Booking — unless a change is required by law, by a government order, by a safety issue, or by a destination-specific regulation, in which case the revised position applies.

33.4 Severability, waiver, assignment and entire agreement

If any provision is held invalid or unenforceable, it will be severed to the minimum extent necessary and the remainder will continue in full force. Our failure to enforce a right does not waive it. You may not assign your rights or obligations without our written consent; we may assign ours to any group company, successor, acquirer, partner or business transferee. These Guest Terms, together with the Terms and Conditions, the Privacy Policy, the Cancellation and Refund Policy and your booking confirmation, constitute the entire agreement between you and PaulStays in relation to your Booking.