1. Introduction

Hotlr.in is committed to providing exceptional hotel management software services and ensuring customer satisfaction. This Return and Refund Policy outlines the terms and conditions under which refunds may be issued for our software-as-a-service (SaaS) offerings, in compliance with the Consumer Protection Act 2019, Digital Personal Data Protection Act 2023, and other applicable Indian laws.

• Service Provider: Hotlr.in
• Business Address: 303, Rk Niwas, 2nd Floor, Near Gola Road, Bailey Road, Patna – 801503, Bihar, India
• Contact Person: Satish Sharma (Project Manager)
• Contact Email: Info@hotlr.in
• Service Type: Hotel Management Software (SaaS)

2. Scope and Applicability

This policy applies to all subscriptions, services, and features offered through the Hotlr.in platform, including:

• Monthly and annual subscription plans
• Software licensing fees
• Additional features and modules
• Professional services and support

• Third-party services or integrations
• Hardware purchases (if any)
• Training services conducted by external vendors

3. Refund Eligibility and Conditions

3.1 General Eligibility Criteria

Refunds may be considered under the following circumstances:

• Defective Service: If our software fails to perform as described in our service documentation or terms of service
• Service Unavailability: Extended downtime exceeding our Service Level Agreement commitments (more than 24 consecutive hours of unplanned downtime)
• Feature Misrepresentation: If advertised features are not available or function materially differently than described
• Early Cancellation: Customers may request refunds for unused portions of annual subscriptions
• Billing Errors: Incorrect charges, duplicate billing, or unauthorized transactions
• Accidental Purchases: Unintended subscription upgrades or feature purchases

3.2 Refund Time Windows

3.3 Non-Refundable Items

• Setup and Configuration Fees: Initial onboarding, data migration, and system customization charges
• Training Costs: Staff training sessions and educational services
• Completed Services: Any professional services that have been delivered
• Partial Month Usage: For monthly subscriptions used for any portion of the billing cycle
• Customization Work: Bespoke features or modifications developed specifically for your hotel

4. Refund Request Process

4.1 How to Request a Refund

1. Submit Written Request: Send a detailed refund request to Info@hotlr.in
2. Include Required Information:
   • Account details and subscription information
   • Reason for refund request
   • Supporting documentation (if applicable)
   • Original payment method details
3. Acknowledgment: We will acknowledge receipt of your request within 48 hours as required by the Consumer Protection Act 2019

4.2 Refund Processing Timeline

4.3 Refund Methods

• Primary Method: Original payment method (credit card, bank transfer, etc.)
• Alternative Methods: Bank transfer to verified account (with customer consent)
• GST Handling: Applicable GST (18%) adjustments will be processed according to Indian tax regulations

5. Subscription Cancellation Policy

5.1 Monthly Subscriptions

• Cancellation Notice: 7 days before next billing cycle
• Immediate Effect: Service continues until end of current billing period
• Pro-rated Refunds: Available for unused days if cancellation is due to service defects

5.2 Annual Subscriptions

• Cancellation Window: 30 days from initial purchase for full refund
• After 30 Days: Pro-rated refund for unused months, minus setup fees
• Minimum Usage: No refund if more than 25% of subscription period has been used

5.3 Cancellation Process

1. Formal Notice: Written cancellation request to Info@hotlr.in
2. Account Verification: Confirmation of account ownership
3. Data Export: 30-day window provided for data export
4. Service Termination: Account access removed after data export period

6. Special Circumstances

6.1 Service Level Agreement (SLA) Breaches

• Downtime Compensation: Service credits for extended outages
• Performance Issues: Refunds for persistent performance problems
• Data Loss: Full refund plus data recovery assistance if data loss occurs due to our negligence

6.2 Force Majeure Events

• Natural Disasters: Extended refund windows during emergencies
• Government Regulations: Adjustments for COVID-19 or similar restrictions affecting hotel operations
• Technology Failures: Refunds for third-party service provider failures beyond our control

7. Dispute Resolution and Grievances

7.1 Internal Grievance Mechanism

• Primary Contact: Satish Sharma (Project Manager) – Info@hotlr.in
• Response Timeline: 15 days as mandated by Consumer Protection Act 2019
• Escalation Process: Senior management review for unresolved disputes

7.2 Consumer Rights under Indian Law

• File complaints with Consumer Commissions at District, State, or National levels
• Seek compensation for deficient services
• Access grievance redressal mechanisms under Consumer Protection Act 2019

7.3 Jurisdiction and Governing Law

• Governing Law: Indian laws, specifically Consumer Protection Act 2019
• Jurisdiction: Courts in Patna, Bihar, India
• Dispute Resolution: Mediation preferred before formal legal proceedings

8. Payment and Billing Considerations

8.1 GST and Tax Implications

• GST Rate: 18% applicable on all services
• Refund Adjustments: GST refunds processed according to Indian tax regulations
• Tax Documentation: Proper GST invoices and credit notes issued for all refunds

8.2 Payment Gateway Compliance

• RBI Guidelines: Strict adherence to Reserve Bank of India payment processing rules
• Refund Timeline: 7-10 working days as per RBI guidelines
• Payment Security: PCI-DSS compliant processing for all transactions

9. Data and Privacy Considerations

9.1 Data Handling During Refunds

• Data Retention: Customer data retained for legal compliance periods
• Data Export: 30-day window for customers to export their data
• Data Deletion: Secure deletion after refund processing completion (subject to legal requirements)

9.2 Privacy Compliance

• Refund processing complies with Digital Personal Data Protection Act 2023
• Customer information used only for refund processing purposes
• No sharing of customer data with unauthorized third parties

10. Contact Information

11. Policy Updates and Modifications

11.1 Change Notification

• Advance Notice: 30 days notice for material changes
• Communication Method: Email notification to registered users
• Effective Date: Changes take effect after notice period expires

11.2 Version Control

• Current Version: 1.0 (July 28, 2025)
• Review Schedule: Annual review and updates
• Change Log: Maintained for transparency and compliance

12. Legal Compliance Statement

This Return and Refund Policy has been crafted in full compliance with:

• Consumer Protection Act 2019: Including e-commerce rules and consumer rights
• Digital Personal Data Protection Act 2023: Privacy and data handling requirements
• Information Technology Act 2000: Electronic transaction regulations
• Reserve Bank of India Guidelines: Payment processing and refund timelines
• GST Act: Tax implications and compliance for digital services

13. Acknowledgment and Acceptance

By using Hotlr.in services, you acknowledge that you have read, understood, and agree to be bound by this Return and Refund Policy. This policy forms an integral part of our Terms and Conditions.

For questions, concerns, or refund requests, please contact us at Info@hotlr.in