Terms of service

Version 1.0 · Updated · 15 min read

The short version

Plain-English summary, not a substitute for the full terms below
TripVoyaa is the marketplace; the Tour Operator supplies and is responsible for the actual tour, bus, driver and vehicle.
A booking is confirmed only once TripVoyaa issues a ticket or booking reference — not merely on payment.
Refunds follow the cancellation window shown on each tour or trip; a no-show is not refundable.
The TripVoyaa Wallet is powered by Razorpay — loaded money always stays returnable to you; promotional credit does not.

1. Acceptance and Formation of Contract

These Terms and Conditions ("Terms") govern your access to and use of the TripVoyaa mobile application and website at tripvoyaa.com and of the services made available through them (together, the "Platform"). The Platform is owned and operated by [insert full legal name], Corporate Identity Number [insert CIN], having its registered office at [insert address] ("TripVoyaa", "we", "us" or "our"). By creating an account, by making a booking, or by otherwise using the Platform, you agree to be bound by these Terms and by the Privacy Policy and Notice for Customers and Users, which is incorporated into these Terms by reference. If you do not agree, you must not use the Platform. These Terms constitute an electronic record within the meaning of the Information Technology Act, 2000 and are formed in accordance with Section 10A of that Act. No physical signature is required. Where a booking is subject to additional terms published by a Tour Operator, those additional terms apply to the travel service in addition to these Terms and are disclosed to you before you complete the booking. In the event of a conflict between these Terms and the terms of a Tour Operator in relation to the delivery of the travel service, the terms of the Tour Operator prevail to the extent of the conflict, save that nothing in the terms of a Tour Operator can reduce a right available to you against TripVoyaa under law.

2. Definitions

"Booking" means a confirmed reservation of a seat, a tour, a package or a related travel service made through the Platform. "Tour Operator" means the person registered on the Platform who publishes and supplies the travel service. "Travel Service" means the tour, journey, transport, seat, package or related service supplied by a Tour Operator. "Volunteer" means an individual engaged to provide operational assistance in connection with a Travel Service. "User Content" means any content you submit to the Platform, including reviews, ratings, photographs and comments.

3. Nature of the Platform and Our Role

TripVoyaa operates a marketplace. TripVoyaa provides the technology through which Tour Operators list, sell and deliver Travel Services and through which you discover, book and pay for those Travel Services. The contract for the supply of the Travel Service is formed between you and the Tour Operator. The Tour Operator is the supplier and is responsible for the provision, quality, safety, scheduling and completion of the Travel Service, for the condition and legality of the vehicle used, for the competence and licensing of the driver, and for compliance with all statutory requirements applicable to the operation of that Travel Service. TripVoyaa is not a carrier, is not a tour operator and is not a travel agent for the Travel Service, and does not own or operate the vehicles used to deliver the Travel Service, except where TripVoyaa expressly states otherwise at the point of sale for a specific product. TripVoyaa is an intermediary within the meaning of Section 2(1)(w) of the Information Technology Act, 2000 in respect of information hosted on the Platform on behalf of Tour Operators and Users, and observes the due diligence required under the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021. TripVoyaa is a marketplace electronic commerce entity for the purposes of the Consumer Protection (E Commerce) Rules, 2020. In accordance with those rules, TripVoyaa displays the details of the Tour Operator supplying each Travel Service, together with the terms of the offer, the total price with a break up of the charges, cancellation and refund terms, and the grievance contact details set out in the Grievance Redressal section below. Nothing in these Terms creates an employment relationship, partnership, joint venture or agency between TripVoyaa and any Tour Operator, driver or Volunteer, except that TripVoyaa acts as the limited collection agent of the Tour Operator for the purpose of receiving payment from you in respect of a Booking. Payment made by you to TripVoyaa in respect of a Booking discharges your payment obligation to the Tour Operator to that extent.

4. Eligibility and Account

You must be eighteen years of age or older and competent to contract under Section 11 of the Indian Contract Act, 1872 in order to create an account or make a Booking. A person below eighteen years of age may travel only when booked by and accompanied by a parent or lawful guardian, or in accordance with the unaccompanied minor conditions of the relevant Tour Operator, where offered. You may register through mobile number verification using a one time password, through Google Login, through Apple Login or through a passkey. You must provide accurate and complete information and must keep it updated. You are responsible for maintaining the confidentiality of your account credentials, your one time passwords and your device, and for all activity conducted through your account. You must notify us immediately at [insert electronic mail address] if you become aware of any unauthorised use of your account. You must not share your one time password with any person. TripVoyaa will never ask you for your one time password, your card number, your card verification value, your bank account password or your virtual payment address personal identification number. Any person doing so is not acting for TripVoyaa. You may hold only one account unless we agree otherwise in writing. We may refuse registration, suspend or terminate an account in accordance with the Suspension and Termination section below.

5. Listings, Prices and Taxes

The description, itinerary, schedule, inclusions, exclusions, seat layout, boarding and drop points, images and price of a Travel Service are supplied by the Tour Operator. TripVoyaa carries out such verification of Tour Operators as it considers appropriate but does not independently verify every element of every listing. Prices displayed are inclusive of the components disclosed at the point of sale. Applicable taxes, convenience fees, platform fees, payment gateway charges and any other charge are disclosed separately before you confirm the Booking. You will not be charged an amount that has not been disclosed to you before confirmation. Prices are dynamic and may change until the Booking is confirmed. A change in price after your Booking is confirmed does not affect that Booking. Where an obvious error in price or description occurs, and the error is such that you knew or ought reasonably to have known that it was an error, TripVoyaa or the Tour Operator may cancel the affected Booking and refund the amount paid in full. No further liability arises in that event.

6. Booking, Confirmation and Ticket

A Booking is confirmed only when TripVoyaa issues a confirmation and a ticket or booking reference. Until confirmation is issued, no contract for the Travel Service is concluded, notwithstanding that a payment instruction has been given. You must ensure that passenger names, contact details, dates, boarding points and drop points are correct. TripVoyaa is not responsible for a failure to travel caused by incorrect information supplied by you. You must carry the ticket or booking reference and a valid photograph identity document issued by a government authority, and must present them on demand at the time of boarding. The Tour Operator may refuse boarding where identity cannot be established. Seat allocation, where applicable, is as stated on the ticket. A change of vehicle or of seat may be necessary for operational or safety reasons.

7. Payments

Payment may be made through the payment methods offered on the Platform, which may include unified payments interface, cards, net banking, wallets and such other methods as are enabled from time to time. Payments are processed by a payment gateway or payment aggregator regulated by the Reserve Bank of India. TripVoyaa does not store your complete card number or card verification value. Card credentials are handled by the payment gateway in accordance with the applicable card storage and tokenisation framework. TripVoyaa stores only the transaction references and tokens necessary to operate the Booking. Where a payment fails, is reversed or is disputed, TripVoyaa may cancel the affected Booking. Where an amount has been debited from you but the Booking has not been confirmed, the amount is refunded to the source account in accordance with the timelines of the payment system participants concerned. You must use a payment instrument that you are lawfully entitled to use. Use of a payment instrument belonging to another person without authority is a fraud and may be reported to law enforcement.

7A. TripVoyaa Wallet

TripVoyaa makes available on the Platform a wallet facility (the "Wallet") powered by Razorpay. The Wallet enables you to hold a balance which may be applied towards the price of a Booking, to receive a refund where you elect to receive it in the Wallet, and to receive promotional credit where TripVoyaa grants it. The Wallet is not a bank account and the balance is not a deposit — no interest, return or benefit accrues on it. You may load the Wallet through the payment methods offered on the Platform; loading in cash is not permitted. Loading limits are [insert] per transaction and [insert] per month. The balance may be applied only towards a Booking on the Platform — it is not transferable to another account and may not be used to pay any person outside the Platform. An unutilised balance that represents money you loaded remains your money. On closure of your account, on discontinuation of the Wallet, or on your request, it is returned to your original payment instrument, or to a bank account verified in your name, within [insert] working days. TripVoyaa will not forfeit, lapse or appropriate loaded value. Promotional credit, cashback and reward balances are granted by TripVoyaa, do not represent money you loaded, are not transferable, refundable or withdrawable, and expire on the date disclosed when they were granted. See the full Wallet Terms tab for the complete text of this clause.

8. Cancellation, Change and Refund

The cancellation and refund terms applicable to a Booking are those disclosed at the point of sale for that Travel Service. The applicable terms are those in force at the time of Booking. Where you cancel a Booking, the refund payable is calculated in accordance with the applicable cancellation terms, less any cancellation charge, platform fee or payment gateway charge stated to be non refundable at the point of sale. Where the Tour Operator cancels a Booking, or fails to operate the Travel Service, or materially alters it, you are entitled to a full refund of the amount paid, or to such alternative as is offered to you and accepted by you. Refunds are processed to the original payment instrument unless that is not possible, in which case an alternative route is used with your consent, initiated within [insert] working days of becoming payable. Failure to board at the designated point and time, or failure to present a valid identity document, is treated as a no show and is not refundable except where the applicable cancellation terms provide otherwise.

9. Conduct During Travel

You must comply with the reasonable instructions of the Tour Operator, the driver and the assigned Volunteer, and with all safety requirements applicable to the vehicle and the journey. You must not carry any item whose carriage is prohibited under law. Smoking, alcohol and prohibited substances are not permitted in the vehicle; the Tour Operator may refuse boarding to, or remove, a passenger who is intoxicated or endangers others, with no refund arising. You are responsible for your baggage. You must satisfy yourself that you are medically fit for the journey or activity booked, and must disclose any condition requiring assistance. Where a Travel Service includes an adventure activity carrying inherent risk, that risk is disclosed at the point of sale and accepted by making the Booking.

10. Delays, Route Changes and Force Majeure

Departure and arrival times are estimates; road, traffic, weather and regulatory conditions may cause delay or require a route change. Neither TripVoyaa nor the Tour Operator is liable for a failure or delay caused by an event beyond its reasonable control (an act of God, flood, earthquake, epidemic, war, strike, curfew, government order, or failure of a public utility or network). Where a Travel Service cannot be performed for such a reason, the refund position follows the applicable cancellation terms; where those are silent, the amount paid is refunded after deduction of evidenced, unavoidable costs actually incurred by the Tour Operator.

11. User Content

You may submit reviews, ratings, photographs and other content, provided you own it or are otherwise entitled to submit it. You grant TripVoyaa a non-exclusive, royalty-free, worldwide licence to host, display and publish it on the Platform and in connection with promoting the Platform, for as long as it remains on the Platform and a reasonable period thereafter. Content must not be defamatory, obscene, privacy-invasive, harassing, infringing, impersonating, knowingly false, or otherwise unlawful. TripVoyaa may remove content in breach of this, or required to be removed by a court or government direction, under the IT (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021. A review must reflect a genuine experience of a Travel Service actually booked.

12. Acceptable Use

You must not use the Platform to commit or facilitate an offence, gain unauthorised access, introduce malicious code, scrape or extract data by automated means, circumvent a technical protection measure, resell inventory without our written consent, or otherwise impair the Platform's operation. Any such act may attract liability under the Information Technology Act, 2000 and the Bharatiya Nyaya Sanhita, 2023, in addition to suspension or termination of your account.

13. Intellectual Property

The Platform, the TripVoyaa name and marks, the software, design and databases — everything other than User Content and Tour Operator content — are owned by or licensed to TripVoyaa and protected under applicable law. You are granted a limited, revocable, non-exclusive, non-transferable licence to use the Platform for your personal, non-commercial use. No other right is granted.

14. Disclaimers

The Platform is provided "as is" and "as available" — TripVoyaa does not warrant it will be uninterrupted or error-free, and does not warrant the accuracy of information supplied by a Tour Operator or the quality, safety, punctuality or fitness for purpose of a Travel Service supplied by a Tour Operator. Nothing here excludes liability that cannot be excluded under applicable law, including for death or personal injury caused by negligence, for fraud, or under the Consumer Protection Act, 2019.

15. Limitation of Liability

Subject to the carve-outs below, TripVoyaa's aggregate liability to you for any claim connected with a Booking is limited to the amount you actually paid TripVoyaa for that Booking, and TripVoyaa is not liable for indirect, incidental or consequential loss. Those limits do not apply to liability that cannot be limited under applicable law, to liability for death or personal injury caused by TripVoyaa's negligence, to liability for fraud, to a refund otherwise due to you under Clause 8, or to a claim for the return of an amount standing to your credit in the Wallet that represents money you loaded. Liability of the Tour Operator for the Travel Service itself is governed by your contract with that Tour Operator and by applicable law, including the Motor Vehicles Act, 1988 and the Consumer Protection Act, 2019. TripVoyaa will, on request, give you that Tour Operator's particulars so you can pursue a claim against them.

16. Indemnity

You will indemnify TripVoyaa against loss, damage, cost or expense — including reasonable legal costs — arising from your breach of these Terms, your breach of applicable law, your infringement of a third party's rights, or User Content you submit in breach of Clause 11. This does not extend to loss caused by TripVoyaa's own act or omission.

17. Suspension and Termination

We may suspend or terminate your access, or cancel a Booking, where we reasonably believe you have breached these Terms, your account is compromised, a payment is fraudulent or disputed, or suspension is required by law. Except where immediate action is needed to prevent harm, fraud or a breach of law, we will give you notice and a reasonable opportunity to respond. You may close your account at any time. Closure does not affect a confirmed Booking, an accrued payment obligation, or a record we are legally required to retain — including transaction and tax records, registration information, security logs and, where the Wallet is a prepaid payment instrument, the wallet transaction log — for the minimum periods the Privacy Policy sets out. No other use is made of a record retained on that basis.

18. Grievance Redressal

For any grievance concerning the Platform, a Booking, a refund, User Content or your personal data, contact the Grievance Officer: [insert name], [insert designation], [insert electronic mail address], [insert postal address], [insert telephone number]. A complaint under the IT (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 is acknowledged within 24 hours and disposed of within 15 days. A consumer complaint under the Consumer Protection (E Commerce) Rules, 2020 is acknowledged within 48 hours and redressed within one month. You may also approach the National Consumer Helpline or the appropriate consumer commission at any time.

19. Governing Law and Dispute Resolution

These Terms are governed by the laws of India. Subject to your consumer rights below, the courts at [insert city] have exclusive jurisdiction over any dispute connected with these Terms. Nothing here prevents you from pursuing a remedy available to you as a consumer under the Consumer Protection Act, 2019 before the appropriate consumer commission, and nothing here requires you to refer a consumer dispute to arbitration — a consumer cannot be compelled to abandon that statutory remedy.

20. General

We may amend these Terms; where a change is material we will notify you before it takes effect, and continued use after that constitutes acceptance. An amendment never applies retrospectively to a Booking already confirmed. If any provision is held invalid, it is severed and the rest continues in effect. You may not assign your rights under these Terms; we may assign ours to an affiliate or successor without diminishing your rights. These Terms, together with the Privacy Policy and any product-specific terms shown at the point of sale, are the entire agreement between you and TripVoyaa.