Welcome to Pillowo! This agreement outlines the terms and conditions ("Terms") for using our website, mobile app, and other services (together, the "Platform") to book hotels, homestays, villas, and other accommodations ("Hotels").
By accessing our Platform or making a booking, you ("User" or "you") agree to be bound by these Terms and our broader User Agreement.
1. Pillowo's Role: We are a Facilitator
Pillowo is an online platform that connects you with hotels. We do not own, operate, or manage any hotel listed on our Platform. We act as a facilitator to help you search, compare, and book accommodations.
- The actual contract for your stay is directly between you and the hotel.
- Any information about the hotel (photos, amenities, star rating) is provided by the hotel. While we strive for accuracy, we cannot guarantee it and are not liable for any differences between the listing and the actual property.
2. Your Booking & Responsibilities
- Valid ID: You must be at least 18 years old to book. At check-in, you must present a valid government-issued photo ID and the booking confirmation. The hotel may deny check-in if this is not provided.
- Check-in/Check-out: You must adhere to the hotel's check-in and check-out times. Early check-in or late check-out is subject to availability and may incur extra charges payable directly to the hotel.
- Hotel Policies: You are responsible for knowing and complying with the hotel's specific policies (e.g., regarding unmarried couples, local residents, pets, or guest behavior).
- Damage to Property: You are financially responsible for any damage you or your guests cause to the hotel property during your stay. The hotel will determine the cost.
3. Payment
Bookings on Pillowo are made on a Prepaid basis only.
- You must pay Pillowo the full amount (room rate, taxes, and our service fee) at the time of booking.
- Additional Charges: The booking amount typically covers only your room (and any meals explicitly included). You must pay the hotel directly for all other expenses like extra meals, drinks, laundry, telephone, internet, or mandatory festive surcharges.
4. If Something Goes Wrong at the Hotel
- Denial of Check-in: If a hotel denies you check-in due to overbooking, system errors, or any other reason, Pillowo's liability is limited to either:
- Helping you find a similar alternative accommodation (subject to availability), or
- Refunding the amount you paid to Pillowo.
- Service Issues: For any issues with the hotel's service, quality, facilities, or staff conduct, you must resolve them directly with the hotel management. Pillowo is not liable for the standard of services provided by the hotel.
5. Cancellations & Refunds
- All cancellations are subject to the specific cancellation policy displayed on your booking page and confirmation voucher.
- To cancel, you must use the Pillowo Platform or contact our customer support.
- A minimum cancellation charge of ₹500 will be applied to all bookings, in addition to any charges levied by the hotel as per its policy.
- Refunds: If applicable, will be processed by Pillowo only after we receive the funds from the hotel. Our service/convenience fee is non-refundable.
- Refunds will be credited back to the original payment method used for the booking.
6. What Pillowo is Not Liable For
Pillowo is not responsible or liable for:
- The quality, safety, or condition of the hotel.
- Any wrongful acts, omissions, or negligence of the hotel or its staff.
- Changes to your booking made directly with the hotel.
- Any personal injury, theft, loss, or damage to your property during your stay.
- Denial of entry by the hotel due to invalid ID, local laws, or hotel policy.
7. Important General Terms
- Force Majeure: We are not liable for failures or delays caused by events beyond our reasonable control (e.g., natural disasters, war, pandemics, government orders).
- Governing Law: These Terms are governed by the laws of India. Any disputes will be subject to the exclusive jurisdiction of courts in Bengaluru, Karnataka.
- Changes to Terms: Pillowo reserves the right to modify these Terms at any time. The updated version will be posted on our Platform.
- Contact & Grievances: For any complaints not resolved by customer support, you may contact our Grievance Officer:
- Email: ligal@pillowo.com
- Address: No 310, 1st Floor, Outer Ring Road, 3rd Block HRBR Layout, Kalyan Nagar, Bengaluru, Karnataka 560043
By using Pillowo to book a hotel, you acknowledge that you have read, understood, and agree to these Terms of Service.
