Terms of service

TERMS OF SERVICE

Travella Stays

A brand operated by Elixir Retails LLP

Effective date: 6 October 2026

1. Introduction and Acceptance

These Terms of Service ("Terms") govern access to and use of https://www.travellastays.com/ and the bookings, enquiries, content and services made available through it. Travella Stays ("Travella", "we", "us" or "our") is a brand operated by Elixir Retails LLP. By using the Site, submitting an enquiry, creating an account, registering as a guest for a direct booking, or making a booking, you agree to these Terms and the Privacy Notice. If you do not agree, do not use the relevant service.

2. About Travella Stays

Travella curates stays and travel experiences in Northeast India. Some stays and experiences are supplied or operated by independent properties, guides, park authorities or other local partners. Bookings made on a third-party platform are also governed by that platform's terms and cancellation rules.

3. Eligibility

A person making a booking must be at least 18 years old and legally capable of entering into a contract. A person booking for a group is responsible for providing accurate details and for communicating relevant booking conditions to the group.

4. Accounts and Guest Registration

You may use a Travella account where available. Travella also supports direct guest booking. When you continue as a guest, Travella creates a limited registered guest booking profile for that booking before payment is requested. That profile is identified by an opaque server-generated reference and is linked to the booking and contact details you supplied. It is not a password account and unrelated guest bookings are not automatically merged merely because an email address or phone number matches.

Guest booking access can later require the booking reference plus a one-time code sent to the matching contact method. You may optionally create or use a Travella account and claim a booking through a valid secure booking link. You are responsible for keeping account credentials, booking-access links and one-time codes confidential.

5. Bookings, Reservations and Payments

5.1 Confirmation. A booking is confirmed only when Travella records successful payment and issues a confirmation. A temporary inventory or payment hold is not a confirmed booking.

5.2 Prices. The server calculates the payable amount from the saved service and add-on rates. Prices are shown in Indian Rupees unless stated otherwise. Applicable tax treatment is shown at checkout where configured.

5.3 Payment processing. Card, UPI and other payment credentials are processed by Cashfree Payments and its payment-network/banking partners. Travella does not store card numbers, CVV values or UPI credentials. Cashfree may receive the customer and transaction information needed to process, reconcile, refund and investigate a payment.

5.4 Accurate information. You must provide accurate names, contact details, guest counts, travel dates and other booking information. Additional costs or disruption caused by materially inaccurate information may be your responsibility to the extent permitted by law.

5.5 Independent suppliers. Park authorities, properties, transport providers and experience operators may apply operational, identification, safety or entry requirements in addition to these Terms.

6. Cancellations, Refunds and Rescheduling

6.1 Safari bookings. The current direct-safari cancellation policy is shown in the "Current Safari Cancellation Policy" table on this Terms page and is shown again before checkout. The exact policy edition accepted at booking, together with the booking's stored safari start time, is saved against that booking and governs its normal voluntary-cancellation calculation. Publishing a later policy does not retroactively change an existing booking.

6.2 How the safari window is calculated. The cancellation bands use complete 24-hour periods remaining before the stored safari start time in Asia/Kolkata, as disclosed at checkout. Refund calculations use integer paise and are rounded down to the nearest paise. A no-show receives the no-show percentage in the accepted policy. Normal customer cancellation closes at or after the stored safari start time and requires staff review.

6.3 Travella or supplier cancellation. Where Travella cannot fulfil a confirmed direct safari for reasons within our control, the cancellation engine provides for no customer penalty on the captured amount. Other exceptional or legally required outcomes may be reviewed and recorded separately.

6.4 Stay enquiries and manually confirmed stays. A stay enquiry is not a confirmed reservation. Property-specific price, payment, cancellation, refund, rescheduling and no-show terms must be disclosed and accepted before staff mark the stay confirmed. Those accepted stay-specific terms govern that stay rather than the Safari cancellation table.

6.5 Third-party bookings. A booking completed on Airbnb, MakeMyTrip or another third-party platform is primarily subject to that platform's applicable cancellation and refund process.

6.6 Refund method and timing. Approved electronic-payment refunds are submitted through the applicable payment provider to the original payment route where required. Provider and bank processing times are outside Travella's direct control. Travella does not promise an instant bank credit after a refund is submitted.

7. Availability, Wildlife and Operational Changes

Wildlife sightings are never guaranteed. Park closures, permit changes, weather, government directions, road conditions, supplier issues or safety requirements can affect routes, reporting times or availability. We will use reasonable efforts to communicate material changes and provide the remedy required by the accepted booking terms and applicable law.

8. User Conduct and Security

You must not misuse the Site, attempt unauthorised access, interfere with security controls, submit fraudulent information, abuse payment or refund processes, scrape protected content at unreasonable scale, or use the Site for unlawful activity. Travella may restrict access or cancel a fraudulent or abusive transaction subject to applicable law and any refund obligations.

9. Communications

Transactional email, SMS, WhatsApp or other configured messaging may be used for booking confirmations, one-time codes, payment status, support and essential service notices. Marketing communications, where offered, are separate and may be controlled as described in the Privacy Notice.

10. Privacy

Our handling of personal data is described in the Privacy Notice. The Privacy Notice explains the information used for accounts, guest registration, bookings, enquiries, payment processing, security, profile information, analytics, marketing technologies and the Ask Travella assistant.

11. Intellectual Property

Site content, branding, original text, graphics, photographs and design are owned by Elixir Retails LLP or used under licence, except where third-party rights apply. You may use your own booking records for personal purposes but may not commercially reproduce protected Site content without permission.

12. Third-Party Services

The Site may integrate third-party services such as Cashfree, Google, Cloudflare, analytics/advertising providers, communications providers and travel platforms. Their own terms and privacy practices may apply to information they process as independent or contracted providers.

13. Disclaimers and Liability

Nothing in these Terms excludes rights or remedies that cannot lawfully be excluded. Subject to those rights, Travella is not responsible for losses caused solely by events outside our reasonable control or by a user's material breach of these Terms. Any limitation of liability is subject to applicable consumer, contract and other mandatory law.

14. Force Majeure

Events outside reasonable control can include severe weather, natural disasters, park or government closures, public emergencies, civil disruption, infrastructure failure and similar events. The practical remedy for an affected booking depends on the accepted booking terms, supplier conditions and applicable law; where possible we may first explore an alternative slot, reschedule or other reasonable solution.

15. Changes to These Terms

We may update these Terms for future use of the Site or future bookings. The current effective date and Terms version are displayed on the Site. A later update does not rewrite the cancellation-policy snapshot or other specific terms already accepted for an existing booking unless the change is required by law or separately agreed.

16. Governing Law and Disputes

These Terms are governed by the laws of India. We encourage you to contact us first so a concern can be reviewed. Subject to mandatory consumer rights and other applicable jurisdiction rules, disputes may be brought before courts of competent jurisdiction in Assam, India. Where both sides later agree in writing, a dispute may instead be referred to arbitration in accordance with applicable Indian law.

17. Contact

Travella Stays, a brand of Elixir Retails LLP Email: jubin@travellastays.com Registered Office: H. No. 77, Kachari Basti, Near Passport Seva Kendra, Guwahati – 781006, Assam, India

Terms version: 2026-10-06